IT Analyst III

Hennepin County    Minneapolis, MN
Job Description

Hennepin County Information Technology department is seeking an IT Analyst III to join its team. This position will work on managing technical call center projects that include evaluating, planning, and coordinating the implementation of call center applications.

Location and hours:
This position is located at the Hennepin County Government Center in downtown Minneapolis, 300 South 6th Street, Minneapolis, MN 55487. Work hours will be Monday through Friday, 8 a.m. - 4:30 p.m.

About the position type:
This position is eligible to receive an additional cash merit of up to $1,995.76 that can be earned annually based on performance.

In this position, you will:

  • Support Tier 2 and 3 communication technologies including:
    • VoIP (Voice over IP)/Cisco Call Manager.
    • Cisco Unified Attendant Console.
    • Voicemail, including Call Handlers.
    • Intelligent Contact Management(ICM)/Interactive Voice Response (IVR).
    • Finesse, Supervisory Desktop, Cisco Unified Intelligence Center (CUIC), and training new end users.
    • Video conferencing.
    • Witness.
    • Televox.
  • Manage technology products and vendor relationships.
  • Plan and provide technical assistance, training, mentoring, and/or work direction of other information technology staff and customers.

Need to have:
  • One of the following:
    • Bachelor s degree or higher in an information technology field and four years or more of information technology experience.
    • Associate s/vocational/technical degree in computer science, management information systems (MIS), information technology, or an approved information technology field related to the position and six years or more of information technology experience.
    • Completion of five college/vocational technical technology courses and six years or more of information technology experience.
    • Completion of approved IT Hennepin County internship and six years or more of information technology experience.
    • Eight years or more of information technology experience.

Nice to have:
  • Experience:
    • Developing and delivering technology training to end users.
    • Managing IT projects.
    • Providing Tier 2 and Tier 3 support for communication technologies.
    • Using and supporting the following:
      • VoIP, IPPC/IVR/ICM, Cisco Agent Desktop (ACD), Supervisor Desktop, CUIC, Unity voicemail and Call Handler, Centrex, DSL and business lines.
      • MS Office Suite (Word, Excel, PowerPoint, and Visio).
  • Ability to:
    • Build relationships.
    • Problem solve.
    • Communicate effectively both verbally and in writing.
    • Lead.

About the department:
Technology is the foundation of our work – and the work of every county employee. The Information Technology department is here to help our employees work smarter, faster and better. They are made up of 6 divisions: business solutions, enterprise architecture, enterprise development, finance and support services, operations, and special projects.

About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals - that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.

Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at

Thu, 22 Aug 2019 22:55:17 GMT

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