Enterprise Service Desk Analyst - ITS2

Enterprise Service Desk Analyst

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

Job ID: 92968

Location: St. Paul

Telework Eligible: Yes #LI-Hybrid

Full/Part Time: Full-Time

Regular/Temporary: Unlimited

Who May Apply: Open to all qualified job seekers

Closing Date: 03/31/2026

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: $28.18 - $45.82 / hourly; $58,839 - $95,672 / annually

Starting Salary up to $39.73/hourly and $82,956/annually with room to grow within the full salary range over time.

Current state employees' salaries will be evaluated based on employment contract.

Classified Status: Classified

Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE

FLSA Status: Nonexempt

Designated in Connect 700 Program for Applicants with Disabilities: Yes

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 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.

Join Minnesota IT Services (MNIT) as part of the Enterprise Service Desk (ESD) End User Support (EUS) team, providing 24/7 IT support to State Executive Branch agencies. Our team ensures a seamless, customer-focused experience by troubleshooting and resolving technical issues related to enterprise systems, applications, and networks.

Key Responsibilities:

• Deliver first-tier support for enterprise systems, including laptops/desktops, Microsoft Office (Teams, SharePoint, email), network connectivity, VPN, and virtual computing.
• Support telecommunications: desk phones, softphones, conferencing technologies, and related orders.
• Manage mobile devices (smartphones, tablets) and provide advanced Microsoft 365 support.
• Handle account provisioning, access changes, onboarding, and offboarding.

This position is currently eligible for full-time telework if residing in Minnesota or a bordering state within 50 miles of 600 N. Robert Street, St. Paul, Minnesota. Service Desk employees are working from home under a temporary exception to the standard telework policy requiring employees to be in the office 50% if residing within 50 miles of the work location. This exception may change with notice depending on business needs.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:

• User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
• Remote customer service working with ticketing systems, remote support tools and IT Service Management. Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization.
• Troubleshooting skills and ability to diagnose/resolve software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, Microsoft Endpoint Configuration Manager MECM).
• Management of Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
• Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
• Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.

Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master's degree for eighteen (18) months of experience; a bachelor's degree for one (1) year; and an associate's degree for six (6) months.

Preferred Qualifications

• Two (2) or more years of recent professional IT support experience, in an Enterprise Service Desk.
• ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics.
• Onboarding/Offboarding Account Administration (accounts, permissions, email, etc.).
• Systems Experience using: RSA, Microsoft InTune, CoPilot, Azure Virtual Desktop, Entra, ServiceNow, PowerShell, Power BI, Power Platform.
• Ability to analyze ticket patterns, identify recurring problems, and collaborate with higher-level teams to prevent rework or recurring incidents.
• Demonstrated initiative and accountability in daily work, including ownership of assigned queues and proactive follow-up with customers or partner teams.

Additional Requirements

• SEMA4 Records Check (applies to current and past 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 participate in the federal E-Verify program. Minnesota IT Services is unable to sponsor applicants for work visas, including F-1 STEM OPT extensions, and cannot complete Form I-983 or any other documentation requiring employer participation in E-Verify. All applicants must be legally authorized to work in the United States at the time of application.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us. Please indicate what assistance is needed.