JOB SUMMARY

The Operations Support Engineer provides high-quality, consistent technical support to the Department of Public Safety (DPS), with a primary focus on Homeland Security and Emergency Management (HSEM). This position is responsible for monitoring and resolving support requests, managing technical assets, and ensuring the availability and functionality of AV equipment, peripherals, and other technologies. Serving as the lead IT resource for HSEM, this role operates with limited supervision and is expected to identify, evaluate, implement, and support new technologies, particularly those critical to operations within the State Emergency Operations Center (SEOC). The SEOC serves as a central hub during state emergencies and requires reliable, expert-level IT support to maintain operations involving federal, state, local, and non-profit partners. This position also leads small projects, mentors team members, and supports the division’s evolving technical needs.
This position requires an employee to be onsite at 3925 Pheasant Ridge Dr. NE Blaine, Minnesota up to five (5) days per week, with the opportunity to work from a telework location on other days. Telework¿for Minnesota IT Services is available on a limited basis. Employees will be required to meet current telework eligibility requirements

MINIMUM QUALIFICATIONS

Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here.:
Position requires a minimum of three 93) years of experience providing technical support for Microsoft Windows operating systems in a business or enterprise environment.

Experience must include:

• Ability to troubleshoot and support hardware peripherals, including desktops, laptops, printers, scanners, and mobile devices.
• Experience using remote support tools and collaboration platforms such as Microsoft Teams, Zoom, WebEx, or Google Meet.
• Experience supporting conference room technologies and AV equipment including Barco ClickShare.
• Technical expertise in working with common business software including but not limited to MS Office Suite, remote support tools, remote team collaboration software, and industry-standard web browsers.
• Understanding of data privacy, including appropriate handling of public/non-public data, PII, and CJI.
• Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
• Customer service skills that include active listening, empathy, and problem-solving.

A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.

PREFERRED QUALIFICATIONS

• Experience supporting public sector, emergency management, or multi-agency operations.
• Experience coordinating with vendors or contractors for technical support and system maintenance.
• Familiarity with Minnesota IT Services (MNIT) systems, tools, and support processes.
• Experience leading small technical projects or training team members.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Join the 2,800+ professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at the Department of Public Safety (DPS). The MNIT DPS team provides technical support to an agency dedicated to prevention, preparedness, response, recovery, enforcement, and education. The team manages a large number of applications to serve 15 diverse public safety divisions located across Minnesota.