Enterprise Service Desk Analyst - Evening - ITS2
Minnesota IT Services, Saint Paul, Minnesota, United States, 55199
Job Details
Telework Eligible: Yes
Education Verification
Working Title: Enterprise Service Desk Analyst - Evening
Job Class: Information Technology Specialist 2
Agency: Minnesota IT Services
Job ID: 92121
Location: St. Paul
Telework Eligible: Yes
Full/Part Time: Full-Time
Regular/Temporary: Unlimited
Who May Apply: Open to all qualified job seekers
Date Posted: 02/11/2026
Closing Date: 02/17/2026
Hiring Agency/Seniority Unit: Minnesota IT Services
Division/Unit: Enterprise Service Desk / End User Support
Work Shift/Work Hours: Evening Shift
Days of Work: Monday - Friday
Travel Required: No
Salary Range: $28.18 - $45.82 / hourly; $58,839 - $95,672 / annually
Starting Salary up to $39.73/hourly and $82,956/annually with room to grow within the full salary range over time.
Current state employees’ salaries will be evaluated based on employment contract.
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: 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 2,800+ 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.
This position is for non-traditional days, hours and shifts (Fri-Tues, 3PM – 11:30PM, evenings).
This position is currently eligible for full-time telework if residing in Minnesota or a bordering state within 50 miles of 600 N. Robert Street, St. Paul, Minnesota. Service Desk employees are working from home under a temporary exception to the standard telework policy requiring employees to be in the office 50% if residing within 50 miles of the work location. This exception may change with notice depending on business needs.
Key Responsibilities
Deliver first-tier support for enterprise systems, including laptops/desktops, Microsoft Office (Teams, SharePoint, email), network connectivity, VPN, and virtual computing.
Support telecommunications: desk phones, softphones, conferencing technologies, and related orders.
Manage mobile devices (smartphones, tablets) and provide advanced Microsoft 365 support.
Handle account provisioning, access changes, onboarding, and offboarding.
Minimum Qualifications To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:
This position requires a minimum of two (2) years of IT related phone or remote customer IT Service Desk experience.
User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
Remote customer service working with ticketing systems, remote support tools and IT Service Management. Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization.
Troubleshooting skills and ability to diagnose/resolve software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, Microsoft Endpoint Configuration Manager MECM).
Management of Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.
Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master’s degree or a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.
Preferred Qualifications
Three (3) or more years of recent professional IT support experience, in an Enterprise Service Desk.
ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics.
Onboarding/Offboarding Account Administration (accounts, permissions, email, etc.).
Systems Experience using: RSA, Microsoft InTune, CoPilot, Azure Virtual Desktop, Entra, ServiceNow, PowerShell, Power BI, Power Platform.
Ability to analyze ticket patterns, identify recurring problems, and collaborate with higher-level teams to prevent rework or recurring incidents.
Demonstrated initiative and accountability in daily work, including ownership of assigned queues and proactive follow-up with customers or partner teams.
Additional Requirements
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 does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. 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 Careers Help Desk at 651-259-3637 or email
careers@state.mn.us . For additional information about the application process, go to http://www.mn.gov/careers.
Contact If you have questions about this position, contact Mandie Stevenson at mandie.stevenson@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 Mandie Stevenson at mandie.stevenson@state.mn.us.
Veterans To be considered for any Veteran's Status, you MUST indicate this on your application.
RECENTLY SEPARATED VETERANS (RSV)
Meet all Minimum Qualifications identified in this posting.
Meet all of the RSV criteria.
Submit a copy of your DD-214 form by the closing date to mandie.stevenson@state.mn.us.
CERTAIN DISABLED VETERANS
Meet service requirements and have a verified service-connected disability rating of at least 30%.
Provide qualifying documentation verifying the disability.
Meet all Minimum Qualifications identified in this posting.
You must submit all documentation by the closing date to mandie.stevenson@state.mn.us.
Current State Employees
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.
Working together to improve the state we love.
What do Minnesota's State employees have in common?
A sense of purpose in their work
Connection with their coworkers and communities
Opportunities for personal and professional growth
Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Paid vacation and sick leave
12 paid holidays each year
Low-cost medical, dental, vision, and prescription drug plans
Fertility care, including IVF
Diabetes care
Dental and orthodontic care for adults and children
6 weeks paid leave for parents of newborn or newly adopted children
Pension plan that provides income when you retire (after working at least three years)
Employer paid life insurance to provide support for your family in the event of death
Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
Tax-free expense accounts for health, dental, and dependent care
Resources that provide support and promote physical, emotional, social, and financial well-being
Support to help you reach your career goals:
Training, classes, and professional development
Tuition reimbursement
Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
Employee Assistance Program (EAP) for work/life support:
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
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.
EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
#J-18808-Ljbffr
Telework Eligible: Yes
Education Verification
Working Title: Enterprise Service Desk Analyst - Evening
Job Class: Information Technology Specialist 2
Agency: Minnesota IT Services
Job ID: 92121
Location: St. Paul
Telework Eligible: Yes
Full/Part Time: Full-Time
Regular/Temporary: Unlimited
Who May Apply: Open to all qualified job seekers
Date Posted: 02/11/2026
Closing Date: 02/17/2026
Hiring Agency/Seniority Unit: Minnesota IT Services
Division/Unit: Enterprise Service Desk / End User Support
Work Shift/Work Hours: Evening Shift
Days of Work: Monday - Friday
Travel Required: No
Salary Range: $28.18 - $45.82 / hourly; $58,839 - $95,672 / annually
Starting Salary up to $39.73/hourly and $82,956/annually with room to grow within the full salary range over time.
Current state employees’ salaries will be evaluated based on employment contract.
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: 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 2,800+ 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.
This position is for non-traditional days, hours and shifts (Fri-Tues, 3PM – 11:30PM, evenings).
This position is currently eligible for full-time telework if residing in Minnesota or a bordering state within 50 miles of 600 N. Robert Street, St. Paul, Minnesota. Service Desk employees are working from home under a temporary exception to the standard telework policy requiring employees to be in the office 50% if residing within 50 miles of the work location. This exception may change with notice depending on business needs.
Key Responsibilities
Deliver first-tier support for enterprise systems, including laptops/desktops, Microsoft Office (Teams, SharePoint, email), network connectivity, VPN, and virtual computing.
Support telecommunications: desk phones, softphones, conferencing technologies, and related orders.
Manage mobile devices (smartphones, tablets) and provide advanced Microsoft 365 support.
Handle account provisioning, access changes, onboarding, and offboarding.
Minimum Qualifications To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:
This position requires a minimum of two (2) years of IT related phone or remote customer IT Service Desk experience.
User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
Remote customer service working with ticketing systems, remote support tools and IT Service Management. Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization.
Troubleshooting skills and ability to diagnose/resolve software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, Microsoft Endpoint Configuration Manager MECM).
Management of Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.
Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master’s degree or a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.
Preferred Qualifications
Three (3) or more years of recent professional IT support experience, in an Enterprise Service Desk.
ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics.
Onboarding/Offboarding Account Administration (accounts, permissions, email, etc.).
Systems Experience using: RSA, Microsoft InTune, CoPilot, Azure Virtual Desktop, Entra, ServiceNow, PowerShell, Power BI, Power Platform.
Ability to analyze ticket patterns, identify recurring problems, and collaborate with higher-level teams to prevent rework or recurring incidents.
Demonstrated initiative and accountability in daily work, including ownership of assigned queues and proactive follow-up with customers or partner teams.
Additional Requirements
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 does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. 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 Careers Help Desk at 651-259-3637 or email
careers@state.mn.us . For additional information about the application process, go to http://www.mn.gov/careers.
Contact If you have questions about this position, contact Mandie Stevenson at mandie.stevenson@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 Mandie Stevenson at mandie.stevenson@state.mn.us.
Veterans To be considered for any Veteran's Status, you MUST indicate this on your application.
RECENTLY SEPARATED VETERANS (RSV)
Meet all Minimum Qualifications identified in this posting.
Meet all of the RSV criteria.
Submit a copy of your DD-214 form by the closing date to mandie.stevenson@state.mn.us.
CERTAIN DISABLED VETERANS
Meet service requirements and have a verified service-connected disability rating of at least 30%.
Provide qualifying documentation verifying the disability.
Meet all Minimum Qualifications identified in this posting.
You must submit all documentation by the closing date to mandie.stevenson@state.mn.us.
Current State Employees
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.
Working together to improve the state we love.
What do Minnesota's State employees have in common?
A sense of purpose in their work
Connection with their coworkers and communities
Opportunities for personal and professional growth
Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Paid vacation and sick leave
12 paid holidays each year
Low-cost medical, dental, vision, and prescription drug plans
Fertility care, including IVF
Diabetes care
Dental and orthodontic care for adults and children
6 weeks paid leave for parents of newborn or newly adopted children
Pension plan that provides income when you retire (after working at least three years)
Employer paid life insurance to provide support for your family in the event of death
Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
Tax-free expense accounts for health, dental, and dependent care
Resources that provide support and promote physical, emotional, social, and financial well-being
Support to help you reach your career goals:
Training, classes, and professional development
Tuition reimbursement
Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
Employee Assistance Program (EAP) for work/life support:
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
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.
EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
#J-18808-Ljbffr