Working Title: Enterprise Service Desk Analyst

Job Class: Information Technology Specialist 3

Agency: Minnesota IT Services

• Job ID : 83464

• 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

• Date Posted : 01/25/2025

• Closing Date : 01/31/2025

• Hiring Agency/Seniority Unit : Minnesota IT Services

• Division/Unit : Enterprise Service Desk / End User Support

• Work Shift/Work Hours : Day Shift / 9:00 a.m. - 5:30 p.m.

• 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 : Systems Software

• 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 (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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 (https://mn.gov/mnit/about-mnit/careers/) (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.

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.

The Quality Control (QC) Team Member plays a crucial role in enhancing processes and optimizing efficiency within the organization. This individual specializes in quality improvement initiatives, utilizing their expertise in data analysis, survey creation, and root cause analysis to drive continuous improvement. Proficiency in statistical analysis tools, data visualization techniques, PowerShell scripting, Power BI, and Power Automate is essential.

Additionally, 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 Quality Control, 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 team’s 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 ESD’s ability to deliver an efficient and cohesive support experience for our customers.

This position is currently eligible for full-time telework:

• Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) 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.

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :

Position requires a minimum of three (3) years of IT related experience.

Experience must include:

• Experience and demonstrated expertise in Quality Improvement; specializing in process enhancement and efficiency optimization.

• Proficiency and experience creating surveys and generating comprehensive reports and analytics to facilitate informed decision-making and drive continuous improvement initiatives.

• 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 master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s 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.

• Advanced proficiency in data analysis, utilizing statistical analysis tools and data visualization techniques.

• Hands-on proficiency in PowerShell scripting, Power BI, and Power Automate, enabling the automation of workflows and streamlining of processes.

• Expertise in root cause analysis methodologies, facilitating the identification of underlying issues and the implementation of effective corrective actions.

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 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.

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.