Join the 2,000+ professionals who are bringing strategic vision to state government as part of Minnesota's information technology agency. Work for Minnesota IT Services (MNIT) and be part of a cutting-edge organization that is emerging as a national leader in government IT. Our culture promotes collaboration, demands continuous improvement and encourages innovation in IT delivery. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT Services.

Working Title: Service Desk Analyst
Job Class: Information Technology Specialist 1
Agency: Minnesota IT Services

• Who May Apply: Open to all qualified job seekers
• Date Posted: 05/13/2023
• Closing Date: 05/19/2023
• Hiring Agency/Seniority Unit: Minnesota IT Services
• Division/Unit: Enterprise Service Desk / End User Services
• Work Shift/Work Hours: Day Shift (7:00 a.m. - 3:30 p.m.)
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $22.82 - $34.26 / hourly; $47,648 - $71,534 / 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.

The Enterprise Service Desk End User Services Team provides routine, 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.

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 solid knowledge and experience of IT technical support, onboarding/offboarding, 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.

There are four (4) distinct areas:

General Triage:
The General Triage team’s 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 function around provisioning, supporting, and retiring desk phones and softphones, processing telecoms related orders and dealing with support requests around conferencing technologies.

Mobile Device Management:
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:
In addition to the activities performed by the General Triage team, most of the Access Fulfilment’s team’s focus is on provisioning new accounts for onboarding, ad hoc changes to access for existing staff and deprovisioning in the event of offboarding.

• This position is currently eligible for full-time telework:

• Telework for Minnesota IT Services allows an employee to perform work from a remote telework location and an employee may be required to be in the office based on business needs and other dependencies.
• Candidates residing outside of Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) require additional review prior to telework approval upon becoming a finalist.
• Candidates located in Minnesota, or a bordering state, do not require additional review.

Minimum Qualifications

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

Position requires a minimum of one (1) year of IT related experience.

Experience must also demonstrate the following:

• Experience providing technical support, technical problem resolution, and telecommunication technology support such as VoIP (e.g., softphones) and conferencing (e.g., WebEx, MS Teams).
• Experience supporting issues with Microsoft Office, Windows OS, Remote Access (including Multi-Factor Authentication), VPN and Mobile Devices.
• Experience in a Service Desk or Call Center Environment, including delivering remote technical support for end users via phone, and ticketing systems (e.g., BOMGAR, BMC Remedy).
• Experience with remote diagnostics for end users PC, Laptops, and associated peripherals.
• Experience with Active Directory and User Administration.
• Experience with software and application distribution (e.g., MECM, Software Center).

• A Bachelor’s degree in Information Technology or related substitutes for two years of experience, OR related Associate’s substitutes for one year.

**Successful candidate must pass past-employer reference checks and a criminal history verification.

It is the policy of Minnesota IT Services that all employees submit to a background investigation prior to employment. The background check may consist of the following components:

• SEMA4 Records Check (applies to current and past state employees only)
• Criminal History Check
• Employment Reference Check
• Social Security and Address Verification
• Education Verification
• CJIS Background Check
• Other legally required records checks

Minnesota IT Services will not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

Preferred Qualifications

• Two (2) or more years of professional IT experience.
• ITIL Foundations training and certification.
• Knowledge of Incident Management methodologies.
• Experience supporting using MDM systems (e.g., InTune).
• Understanding of M365 Suite environment, capabilities, plans, service descriptions and features and experience supporting it.
• Experience in ticket management, triaging and assigning/escalating tickets to colleagues or other teams as appropriate.
• Excellent troubleshooting skills and ability to diagnose/resolve network system and telephony problems at an enterprise level.
• Excellent interpersonal, written, and oral skills.

How to Apply

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 1 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.

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.

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.

To be considered for any Veteran’s Status, you MUST indicate this on your application.

RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be
granted an interview. To qualify, you must meet the following: 1) have separated under honorable conditions from any branch of the armed forces of the United States; 2) have served on
active duty for 181 consecutive days or more or for the full period ordered to active duty or have separated by reason of disability incurred while serving on active duty; 3) be a United
States citizen or resident alien; and 4) have served in active military service at any time on or after September 11, 2001, as shown on your DD-214 form. To be considered under this
legislation, you must: 1) meet all Minimum Qualifications identified in this posting; 2) meet all of the above RSV criteria; and 3) submit a copy of your DD-214 form by the closing date to:
MNIT.Recruitment@state.mn.us. Failure to submit your DD-214 form will affect your consideration for an interview under this legislation.

CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: 1)
meet service requirements and have a verified service-connected disability rating of at least 30%; 2) provide qualifying documentation verifying the disability; and 3) meet all Minimum
Qualifications identified in this posting. To be considered under this legislation you must submit all documentation by the closing date to: MNIT.Recruitment@state.mn.us.

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
• 11 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.