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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.

Job Class: Information Technology Specialist 2

Working Title: Service Desk Analyst

• Who May Apply: Open to all qualified job seekers
• Date Posted: 10/27/2022
• Closing Date: 01/27/2023
• Hiring Agency/Seniority Unit: Minnesota IT Services
• Division/Unit: Enterprise Service Desk / End User Support
• Work Shift/Work Hours: Day Shift
• Days of Work: Varies
• Travel Required: No
• Salary Range: $25.18 - $40.95/hourly; $52,575 - $85,504/annually
• Classified Status: Classified
• Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
• FLSA Status: Nonexempt
• Connect 700 Program Eligible: Yes

**This job posting will be used to fill multiple vacancies as they become available at the Service Desk. These vacancies are for non-traditional day shifts, which includes working weekends.

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.

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/off boarding, Active Directory, O365 EAD/EAC environments, voice/VoIP, customer service and ITIL best practices.

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.

The Enterprise Service Desk is a 24/7 operation. Shifts include standard work week hours and non-standard work week hours in order to provide 24 hour coverage 7 days a week. Typical shifts are as follows: first shift: 7:00am - 3:30pm, second shift: 3:00pm - 11:30pm, and third shift: 11:00pm - 7:30am.

**At this time, this position is eligible to work full-time teleworking. Telework is a work arrangement that allows an employee to perform work on a scheduled regular, recurring basis at a remote telework location. Teleworkers may be required to come to the work location occasionally.

Minimum Qualifications

Candidates must clearly demonstrate all of 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 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., SCCM, 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 the 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

• Three (3) 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 onboarding and offboarding staff (accounts, permissions, email, etc.).
• Experience working with 3rd party vendors for delivery of services (e.g., Telecommunications, Mobile Devices).
• Experience in ticket management, triaging and assigning/escalating tickets to colleagues or other teams as appropriate.
• 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 network system and telephony problems at an enterprise level.
• Excellent interpersonal, written, and oral skills.

Why Work For Us

GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year.

Our differences make us stronger and leveraging them helps us create a workforce where everyone can thrive. The State of Minnesota is an equal opportunity employer. We are committed to embedding diversity, equity, inclusion, and accessibility at our workplace. We do this by developing strong leaders and advocates, increasing cultural competence and understanding among all employees, and removing institutional barriers and attitudes that prevent employees from advancing as far as their talents will take them. We prohibit discrimination and harassment of any kind based on race, color, creed, religion, national origin, sex (including pregnancy, childbirth and related medical conditions), marital status, familial status, receipt of public assistance, membership or activity in a local human rights commission, disability, genetic information, sexual orientation, gender expression, gender identity, or age.

How to Apply

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.

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.

For additional information about the application process, go to http://www.mn.gov/careers.

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.

Contact

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

AN EQUAL OPPORTUNITY EMPLOYER

The State of Minnesota is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive services to all Minnesotans. 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. Please indicate what assistance you need.