Service Desk Infrastructure Analyst - ITS2

Service Desk Infrastructure Analyst (3rd Shift)

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

Job ID: 94356

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

Work Shift/Work Hours: Night Shift; 10:30 p.m. - 7:00 a.m.

Days of Work: Sunday - Thursday

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.

This position provides comprehensive technical support to users and customers of MNIT's computerized systems, applications, and communication network. Staff in this position focus on customer support, diagnosis, analysis of technical issues, and work to resolve technical support incidents and requests. This is expected to be done in the most professional, expedient, and skillful manner. This work requires a solid knowledge of IT technical support, ITIL best practices, and a solid technical background. This position will utilize system management tools to ensure uninterrupted service across multiple platforms, mainframe, and other distributed systems. Staff in this position provide immediate response to problems and issues that affect normal system operations for all MNIT provided services. As incidents arise, staff will lead the communication effort, while providing the necessary triage, notification, escalation, and tracking required to monitor the problem to resolution. Staff are expected to and will complete required follow-up for these incidents. This position provides the essential front-line technical support for all MNIT systems and provided services. This position will reside within the MNIT service desk organization.

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.

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:

Position requires a minimum of two (2) years of IT related experience in a technical support role with hands-on knowledge of network or telecommunications technologies, such as Service Desk, Network Operations Center (NOC), or a Technical Assistance Center (TAC).

Experience must include:

• Network infrastructure and network hardware: LAN, WAN, WLAN, Voice/VoIP, Firewalls, routers, switches, and other system hardware.
• Technical and/or operational experience in LAN/WAN, Voice/VoIP, hardware and software.
• Troubleshooting network devices.
• Using Secure Shell (SSH) for remote system access and diagnostics.
• 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) + years of experience supporting WAN technologies, routing protocols such as BGP, OSPF and Server Support.
• Experience with Installation, maintenance, diagnosis and operation of WAN and VoIP technologies.
• Relevant experience and knowledge with a production environment consisting of Windows Server, Window Cloud and VMwaresystems.
• Knowledge of IT Infrastructure Monitoring.
• Experience with tools such as SolarWinds, Dynatrace, xMatters, and SiteScan.
• Experience within the last three (3) years as NOC support, IT Service Desk, Help Desk or technical support analyst.

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
• 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.