State of Minnesota
Enterprise Service Desk Analyst - ITS3
State of Minnesota, Saint Paul, Minnesota, United States, 55130
Working Title: Enterprise Service Desk Analyst
Job Class: Information Technology Specialist 3
Agency: Minnesota IT Services
Job ID : 84864
Location : St. Paul
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 03/19/2025
Closing Date : 03/25/2025
Hiring Agency/Seniority Unit : Minnesota IT Services
Division/Unit : Enterprise Service Desk / End User Support
Work Shift/Work Hours : Day Shift
Days of Work : Monday - Friday
Travel Required : No
Salary Range:
$32.89 - $54.06 / hourly; $68,674 - $112,877 / annually Starting Salary
up to $46.80/hourly and $97,718/annually with room to grow within the full salary range over time. Current state employees salaries will be evaluated based on employment contract. Job Class Option : Network Classified Status : Classified Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE The work you'll do is more than just a job.
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 will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners. Job Summary
The Enterprise Service Desk End User Services Team provides comprehensive, standardized 24/7 IT support to individual end users within the State Executive Branch Offices on all in-scope IT based systems, applications and networks used by our Enterprise Service Desk customers. There are four (4) primary areas of support: General Triage : The General Triage teams primary function is to provide broad first tier support for all Enterprise systems in scope. This includes access issues, state provided laptop and desktop computers and associated peripherals and software, Microsoft Office, including email, Teams and SharePoint, network connectivity, remote connectivity and VPN, virtual computing, and some bespoke enterprise systems. Telecommunications : In addition to the activities performed by the General Triage team, most of the Telecommunication teams focus is on higher functions around provisioning, supporting, and retiring desk phones and softphones, processing telecoms-related orders, and dealing with support requests around conferencing technologies. Mobile Device Management and M365 : In addition to the activities performed by the General Triage team, most of the Mobile Device teams focus is on supporting Mobile Devices (Smartphones, tablets) including set up, coaching, and troubleshooting issues, as well as delivering higher level support around Microsoft 365 hybrid cloud/on premises-based services. Access Fulfillment and On/Off-boarding : In addition to the activities performed by the General Triage team, the majority of these teams focus is on provisioning new accounts for onboarding, ad hoc changes to access for existing staff, internal transfer of staff and deprovisioning in the event of offboarding. The Enterprise Service Desk is a 24/7 operation. Shifts include standard work week hours and non-standard work week and weekend hours to provide 24-hour coverage, 7 days a week. Through professional, expedient, and skillful analysis, diagnosis, and resolution or escalation of technical incidents and work orders received through either the IT Service Management ticketing system or phone IVR system, the aim is to deliver a highly customer-centric and frictionless experience. The work requires a strong knowledge and experience of IT technical support, Onboarding/Off Boarding, Active Directory, O365 EAD/EAC environments, voice/VoIP, customer service and ITIL best practices. This position provides essential front-line technical support for Enterprise systems and services. It is also a technical and procedural escalation point for fellow team members due to seniority of experience and technical knowledge. The position will create documentation for technical support issues and resolutions, as well as analysis, optimization and documentation of processes and procedures within and related to the Enterprise Service Desk. Additionally, the role will be a resource for projects both within ESD and larger MNIT efforts as directed by Enterprise Service Desk Leadership. Day to day, the position will provide additional oversight of the teams workload, including monitoring ticket and call queues and assisting to progress aging or stagnant tickets. On occasion the position will act as a subject matter expert proxy in larger scope meetings may deputize for the for the supervisor in leading individual Enterprise Service Desk sub-team meetings in the event of scheduling conflicts or absence. This role will be expected to work across the MNIT and the executive branch to build peer relationships with other senior analysts and strengthen partnerships to further enhance the ESDs ability to deliver an efficient and cohesive support experience for our customers. This position is currently eligible for full-time telework: Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota. Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Qualifications
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume. Position requires a minimum of three (3) years of IT related experience. Experience must also demonstrate the following: Experience with remote technical support, customer service, ticketing systems, remote support tools and IT Service Management, e.g., BMC Remedy/Helix, Beyond Trust/Bomgar, IT Infrastructure Library (ITIL). Experience with workspace services; Microsoft Endpoint Configuration Manager (MECM), Windows Operating System (OS), Personal Computer (PC), and hardware & software. Experience with productivity software; Microsoft Office/M365, Outlook, SharePoint. Experience with collaboration and conferencing tools, e.g., Cisco Voice/VoIP, WebEx Teleconferencing MS Teams. Experience with connectivity and security services such as VPN, LAN/WAN, Multi-Factor Authentication (MFA). Experience with User and Permissions Administration; Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM). Experience with Endpoint Management; Mobile Device Management (MDM), Microsoft InTune. 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 masters degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelors degree substitutes for two (2) years, OR an IT related associates degree substitutes for one (1) year. Preferred Qualifications
Three (3) or more years of recent professional IT support experience, ideally in a Service Desk or Call Center environment. ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics. Experience following Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization. Experience with supporting an M365 Suite environment including applications, functions, features, integrations, and connective technologies. Experience onboarding and offboarding staff (accounts, permissions, email, etc.). Experience supporting CISCO VoIP technology, including provisioning, supporting, administration, and deprovisioning desk phones, soft phones, and associated accounts. Experience working with third (3rd) party vendors for delivery of services (e.g., Telecommunications, Mobile Devices). Ability to stay up to date with technological changes in the industry with internal and external training. Excellent troubleshooting skills and ability to diagnose/resolve software, network, system, and telephony problems at an enterprise level. Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following: SEMA4 Records Check (applies to current and past state employees only) Criminal History Check Reference Check Social Security and Address Verification CJIS Background Check Other legally required checks Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States. To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to MNIT.Recruitment@state.mn.us . Veterans To be considered for any
Veteran's Status
, you MUST indicate this on your application. RECENTLY SEPARATED VETERANS (RSV) : Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must: Meet all Minimum Qualifications identified in this posting. CERTAIN DISABLED VETERANS : Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: Meet service requirements and have a verified service-connected disability rating of at least 30%. Provide qualifying documentation verifying the disability. Meet all Minimum Qualifications identified in this posting. Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an
Information Technology Specialist 3 / Network
position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means. Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office. About Minnesota IT Services
Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT. Working together to improve the state we love.
What do Minnesota's State employees have in common? A sense of purpose in their work Connection with their coworkers and communities Opportunities for personal and professional growth As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well. Your benefits may include:
Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans
Fertility care, including IVF Diabetes care Dental and orthodontic care for adults and children
6 weeks paid leave for parents of newborn or newly adopted children Pension plan that provides income when you retire (after working at least three years) Employer paid life insurance to provide support for your family in the event of death Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury Tax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being Support to help you reach your career goals:
Training, classes, and professional development Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov ) Employee Assistance Program (EAP) for work/life support:
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies
based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. 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. #J-18808-Ljbffr
$32.89 - $54.06 / hourly; $68,674 - $112,877 / annually Starting Salary
up to $46.80/hourly and $97,718/annually with room to grow within the full salary range over time. Current state employees salaries will be evaluated based on employment contract. Job Class Option : Network Classified Status : Classified Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE The work you'll do is more than just a job.
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 will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners. Job Summary
The Enterprise Service Desk End User Services Team provides comprehensive, standardized 24/7 IT support to individual end users within the State Executive Branch Offices on all in-scope IT based systems, applications and networks used by our Enterprise Service Desk customers. There are four (4) primary areas of support: General Triage : The General Triage teams primary function is to provide broad first tier support for all Enterprise systems in scope. This includes access issues, state provided laptop and desktop computers and associated peripherals and software, Microsoft Office, including email, Teams and SharePoint, network connectivity, remote connectivity and VPN, virtual computing, and some bespoke enterprise systems. Telecommunications : In addition to the activities performed by the General Triage team, most of the Telecommunication teams focus is on higher functions around provisioning, supporting, and retiring desk phones and softphones, processing telecoms-related orders, and dealing with support requests around conferencing technologies. Mobile Device Management and M365 : In addition to the activities performed by the General Triage team, most of the Mobile Device teams focus is on supporting Mobile Devices (Smartphones, tablets) including set up, coaching, and troubleshooting issues, as well as delivering higher level support around Microsoft 365 hybrid cloud/on premises-based services. Access Fulfillment and On/Off-boarding : In addition to the activities performed by the General Triage team, the majority of these teams focus is on provisioning new accounts for onboarding, ad hoc changes to access for existing staff, internal transfer of staff and deprovisioning in the event of offboarding. The Enterprise Service Desk is a 24/7 operation. Shifts include standard work week hours and non-standard work week and weekend hours to provide 24-hour coverage, 7 days a week. Through professional, expedient, and skillful analysis, diagnosis, and resolution or escalation of technical incidents and work orders received through either the IT Service Management ticketing system or phone IVR system, the aim is to deliver a highly customer-centric and frictionless experience. The work requires a strong knowledge and experience of IT technical support, Onboarding/Off Boarding, Active Directory, O365 EAD/EAC environments, voice/VoIP, customer service and ITIL best practices. This position provides essential front-line technical support for Enterprise systems and services. It is also a technical and procedural escalation point for fellow team members due to seniority of experience and technical knowledge. The position will create documentation for technical support issues and resolutions, as well as analysis, optimization and documentation of processes and procedures within and related to the Enterprise Service Desk. Additionally, the role will be a resource for projects both within ESD and larger MNIT efforts as directed by Enterprise Service Desk Leadership. Day to day, the position will provide additional oversight of the teams workload, including monitoring ticket and call queues and assisting to progress aging or stagnant tickets. On occasion the position will act as a subject matter expert proxy in larger scope meetings may deputize for the for the supervisor in leading individual Enterprise Service Desk sub-team meetings in the event of scheduling conflicts or absence. This role will be expected to work across the MNIT and the executive branch to build peer relationships with other senior analysts and strengthen partnerships to further enhance the ESDs ability to deliver an efficient and cohesive support experience for our customers. This position is currently eligible for full-time telework: Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota. Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Qualifications
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume. Position requires a minimum of three (3) years of IT related experience. Experience must also demonstrate the following: Experience with remote technical support, customer service, ticketing systems, remote support tools and IT Service Management, e.g., BMC Remedy/Helix, Beyond Trust/Bomgar, IT Infrastructure Library (ITIL). Experience with workspace services; Microsoft Endpoint Configuration Manager (MECM), Windows Operating System (OS), Personal Computer (PC), and hardware & software. Experience with productivity software; Microsoft Office/M365, Outlook, SharePoint. Experience with collaboration and conferencing tools, e.g., Cisco Voice/VoIP, WebEx Teleconferencing MS Teams. Experience with connectivity and security services such as VPN, LAN/WAN, Multi-Factor Authentication (MFA). Experience with User and Permissions Administration; Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM). Experience with Endpoint Management; Mobile Device Management (MDM), Microsoft InTune. 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 masters degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelors degree substitutes for two (2) years, OR an IT related associates degree substitutes for one (1) year. Preferred Qualifications
Three (3) or more years of recent professional IT support experience, ideally in a Service Desk or Call Center environment. ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics. Experience following Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization. Experience with supporting an M365 Suite environment including applications, functions, features, integrations, and connective technologies. Experience onboarding and offboarding staff (accounts, permissions, email, etc.). Experience supporting CISCO VoIP technology, including provisioning, supporting, administration, and deprovisioning desk phones, soft phones, and associated accounts. Experience working with third (3rd) party vendors for delivery of services (e.g., Telecommunications, Mobile Devices). Ability to stay up to date with technological changes in the industry with internal and external training. Excellent troubleshooting skills and ability to diagnose/resolve software, network, system, and telephony problems at an enterprise level. Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following: SEMA4 Records Check (applies to current and past state employees only) Criminal History Check Reference Check Social Security and Address Verification CJIS Background Check Other legally required checks Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States. To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to MNIT.Recruitment@state.mn.us . Veterans To be considered for any
Veteran's Status
, you MUST indicate this on your application. RECENTLY SEPARATED VETERANS (RSV) : Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must: Meet all Minimum Qualifications identified in this posting. CERTAIN DISABLED VETERANS : Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: Meet service requirements and have a verified service-connected disability rating of at least 30%. Provide qualifying documentation verifying the disability. Meet all Minimum Qualifications identified in this posting. Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an
Information Technology Specialist 3 / Network
position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means. Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office. About Minnesota IT Services
Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT. Working together to improve the state we love.
What do Minnesota's State employees have in common? A sense of purpose in their work Connection with their coworkers and communities Opportunities for personal and professional growth As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well. Your benefits may include:
Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans
Fertility care, including IVF Diabetes care Dental and orthodontic care for adults and children
6 weeks paid leave for parents of newborn or newly adopted children Pension plan that provides income when you retire (after working at least three years) Employer paid life insurance to provide support for your family in the event of death Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury Tax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being Support to help you reach your career goals:
Training, classes, and professional development Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov ) Employee Assistance Program (EAP) for work/life support:
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies
based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. 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. #J-18808-Ljbffr