Working Title: Service Desk Analyst

　　Job Class: Information Technology Specialist 2

　　Agency: Minnesota IT Services

　　Who May Apply : Open to all qualified job seekers

　　Date Posted : 01/23/2024

　　Closing Date : 01/29/2024

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

　　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.

　　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.

　　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., Microsoft SCCM/MECM, Software Center).

　　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 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 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.

　　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.

　　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 [email protected] . Please indicate what assistance is needed.