Minnesota IT Services
Enterprise Service Desk Analyst - ITS2
Minnesota IT Services, Saint Paul, Minnesota, United States, 55199
Overview
Enterprise Service Desk Analyst – ITS2 Position: Information Technology Specialist 2. Agency: Minnesota IT Services. Location: St. Paul, MN. Full‑time. Telework eligible for internal residents within 50 miles. Work shift: Day. 4‑day work week. Salary: $27.76–$45.14 per hour; $57,962–$94,252 per year. 24/7 coverage. Responsibilities
Deliver a customer‑centric, 24/7 IT support service to state executive branch agencies, boards, councils, commissions and local partners. Primary support areas include: General triage – first‑tier support for enterprise systems (access, laptop, desktop, Microsoft Office, network, VPN, remote, virtual computing). Telecommunications – provisioning, supporting, retiring desk phones, softphones, telecom orders, conferencing technologies. Mobile device management and M365 – smartphone, tablet setup, coaching, troubleshooting, Microsoft 365 hybrid cloud/on‑prem‑based services. Access fulfillment and onboarding – provisioning new accounts, access changes, staff transfers, deprovisioning on off‑boarding. Shift work includes standard week and non‑standard week and weekend hours to provide 24‑hour coverage. Qualifications
Minimum 2 years of IT related Service Desk experience or bachelor’s degree in Information Technology or related field. Experience must include: Remote technical support, customer service, ticketing systems, remote support tools, IT Service Management (BMC Remedy/Helix, Beyond Trust/Bomgar, ITIL). Workspace services – Microsoft Endpoint Configuration Manager, Windows OS, PC, hardware & software. Productivity software – Microsoft Office/M365, Outlook, SharePoint. Collaboration and conferencing tools – Cisco Voice/VoIP, WebEx, Microsoft Teams. Connectivity and security – VPN, LAN/WAN, MFA. User and permissions administration – Active Directory, Exchange Admin Console, Microsoft Identity Manager. Endpoint Management – Mobile Device Management, Microsoft Intune. Effective verbal and written communication. Customer service skills – active listening, empathy, problem‑solving. Associate degree substitutes for one (1) year. One year of experience also qualifies. Preferred Qualifications
3+ years recent professional IT support experience, preferably in a Service Desk or Call Center. ITIL Foundations training and certification. Incident, service request and knowledge management best practices experience. Experience supporting M365 Suite environment. Onboarding and off‑boarding staff experience. Cisco VoIP provisioning and support experience. Experience working with third‑party vendors for Telecommunications, Mobile Devices. Ability to stay current with technological changes. Excellent troubleshooting skills at enterprise level. Additional Requirements
Successful candidate must pass all legally required checks prior to employment: SEMA4 Records Check (state employees only) Criminal History Check Reference Check Social Security and Address Verification Education Verification CJIS Background Check Other legally required checks Minnesota IT Services does not sponsor applicant for work visas and will not participate in E‑Verify.
How to Apply
Select “Apply for Job” at the top of this page. Contact the Careers Help Desk at 651‑259‑3637 or email careers@state.mn.us for application process questions. Contact
Mandie Stevenson – mandie.stevenson@state.mn.us. Benefits
Paid vacation and sick leave, 12 paid holidays, low‑cost medical, dental, vision and prescription drug plans, fertility care, diabetes care, dental and orthodontic care, 6 weeks paid parental leave, pension plan, life insurance, disability insurance, tax‑free expense accounts, training, tuition reimbursement, federal public service loan forgiveness program, employee assistance program. Equal Opportunity Employer
State agencies are equal‑opportunity, affirmative action, veteran‑friendly employers. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender identity, marital status, family status, age, sexual orientation, public assistance status, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. Applicants with Disabilities
Reasonable accommodations are available. Contact Careers Help Desk 651‑259‑3637 or email careers@state.mn.us.
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Enterprise Service Desk Analyst – ITS2 Position: Information Technology Specialist 2. Agency: Minnesota IT Services. Location: St. Paul, MN. Full‑time. Telework eligible for internal residents within 50 miles. Work shift: Day. 4‑day work week. Salary: $27.76–$45.14 per hour; $57,962–$94,252 per year. 24/7 coverage. Responsibilities
Deliver a customer‑centric, 24/7 IT support service to state executive branch agencies, boards, councils, commissions and local partners. Primary support areas include: General triage – first‑tier support for enterprise systems (access, laptop, desktop, Microsoft Office, network, VPN, remote, virtual computing). Telecommunications – provisioning, supporting, retiring desk phones, softphones, telecom orders, conferencing technologies. Mobile device management and M365 – smartphone, tablet setup, coaching, troubleshooting, Microsoft 365 hybrid cloud/on‑prem‑based services. Access fulfillment and onboarding – provisioning new accounts, access changes, staff transfers, deprovisioning on off‑boarding. Shift work includes standard week and non‑standard week and weekend hours to provide 24‑hour coverage. Qualifications
Minimum 2 years of IT related Service Desk experience or bachelor’s degree in Information Technology or related field. Experience must include: Remote technical support, customer service, ticketing systems, remote support tools, IT Service Management (BMC Remedy/Helix, Beyond Trust/Bomgar, ITIL). Workspace services – Microsoft Endpoint Configuration Manager, Windows OS, PC, hardware & software. Productivity software – Microsoft Office/M365, Outlook, SharePoint. Collaboration and conferencing tools – Cisco Voice/VoIP, WebEx, Microsoft Teams. Connectivity and security – VPN, LAN/WAN, MFA. User and permissions administration – Active Directory, Exchange Admin Console, Microsoft Identity Manager. Endpoint Management – Mobile Device Management, Microsoft Intune. Effective verbal and written communication. Customer service skills – active listening, empathy, problem‑solving. Associate degree substitutes for one (1) year. One year of experience also qualifies. Preferred Qualifications
3+ years recent professional IT support experience, preferably in a Service Desk or Call Center. ITIL Foundations training and certification. Incident, service request and knowledge management best practices experience. Experience supporting M365 Suite environment. Onboarding and off‑boarding staff experience. Cisco VoIP provisioning and support experience. Experience working with third‑party vendors for Telecommunications, Mobile Devices. Ability to stay current with technological changes. Excellent troubleshooting skills at enterprise level. Additional Requirements
Successful candidate must pass all legally required checks prior to employment: SEMA4 Records Check (state employees only) Criminal History Check Reference Check Social Security and Address Verification Education Verification CJIS Background Check Other legally required checks Minnesota IT Services does not sponsor applicant for work visas and will not participate in E‑Verify.
How to Apply
Select “Apply for Job” at the top of this page. Contact the Careers Help Desk at 651‑259‑3637 or email careers@state.mn.us for application process questions. Contact
Mandie Stevenson – mandie.stevenson@state.mn.us. Benefits
Paid vacation and sick leave, 12 paid holidays, low‑cost medical, dental, vision and prescription drug plans, fertility care, diabetes care, dental and orthodontic care, 6 weeks paid parental leave, pension plan, life insurance, disability insurance, tax‑free expense accounts, training, tuition reimbursement, federal public service loan forgiveness program, employee assistance program. Equal Opportunity Employer
State agencies are equal‑opportunity, affirmative action, veteran‑friendly employers. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender identity, marital status, family status, age, sexual orientation, public assistance status, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. Applicants with Disabilities
Reasonable accommodations are available. Contact Careers Help Desk 651‑259‑3637 or email careers@state.mn.us.
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