Our Ability Jobs

Working Title: Enterprise Service Desk Analyst

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

• Job ID : 77811

• 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 : 06/22/2024

• Closing Date : 06/28/2024

• 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

• 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 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/) (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.

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 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 & 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 bachelor’s degree or higher in Information Technology or an IT related field substitutes for two (2) years of experience, OR an IT or 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, 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.