Enterprise Service Desk Analyst – ITS2

Working Title: Enterprise Service Desk Analyst
Job Class: Information Technology Specialist 2
Agency: Minnesota IT Services

• Who May Apply : Open to all qualified job seekers
• Date Posted : 04/03/2024
• Closing Date : 04/09/2024
• 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: $26.56 – $43.20 / hourly $55,457 – $90,201 / annually
• Classified Status : Classified
• Bargaining Unit/Union : 214 – MN Assoc of Professional Empl/MAPE
• FLSA Status : Nonexempt
• Telework Eligible : Yes #LI-Hybrid
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

Join the 2,500+ 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.

Part of the Minnesota IT (MNIT) organization, the Enterprise Service Desk (ESD) End User Support (EUS) team provides comprehensive, standardized 24/7 IT support to individual end users within the State Executive Branch Agencies, Offices and Boards, related to all Enterprise-wide IT systems, applications and networks used by our customers. The EUS team delivers a seamless and customer-centric experience through professional, expedient, and skillful analysis, diagnosis, and resolution or escalation of technical incidents and work orders received through the IT Service Management ticketing system or phone IVR system. This is achieved through a dedicated, knowledgeable, and experienced team possessing strong proficiency in an array of technologies and service management best practices including Active Directory, M365 EAD/EAC environments, CISCO voice/VoIP, customer service and the ITIL framework.

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 team’s 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 team’s 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.

• 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.

• We will be filling a total of two (2) Monday – Friday, day shift vacancies from this one posting. All applicants will be considered for both vacancies.

Minimum Qualifications

Candidates must clearly demonstrate all the following qualifications in their resume.

Position requires a minimum of two (2) 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 &amp 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 bachelors degree in Information Technology or related field substitutes for two (2) years of experience, OR a 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.

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 will not sponsor applicants for work visas. All applicants must be legally authorized to work in the United States.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact Sarah Christenson at sarah.christenson@state.mn.us.

Connect 700 Program

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 Sarah Christenson at sarah.christenson@state.mn.us.

• 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 2 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.

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 12 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

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.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations 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 and indicate what assistance is needed.