Enterprise Service Desk Analyst - ITS2
Minnesota IT Services, Saint Paul, MN, United States
Overview
Working Title:
Enterprise Service Desk Analyst
Job Class:
Information Technology Specialist 2
Agency:
Minnesota IT Services
Key Details
Job ID: 92968
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: 03/25/2026
Closing Date: 03/31/2026
Division/Unit: Enterprise Service Desk / End User Support
Work Shift/Work Hours: Day Shift
Days of Work: Monday - Friday
Travel Required: No
FLSA Status: Nonexempt
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
Current state employees’ salaries will be evaluated based on employment contract
Designated in Connect 700 Program for Applicants with Disabilities: Yes
About the Role 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 improving the well-being and quality of life for all Minnesotans. The State 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 is part of the Enterprise Services team, delivering services to state agencies, boards, councils, and commissions, and central services to local government partners. It is part of the Enterprise Service Desk (ESD) End User Support (EUS) team, providing 24/7 IT support to State Executive Branch agencies.
Our team ensures a seamless, customer-focused experience by troubleshooting and resolving technical issues related to enterprise systems, applications, and networks.
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.
Qualifications Minimum Qualifications
Position requires a minimum of two (2) years of IT related experience in phone or remote customer IT Service Desk. Experience must include:
User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
Remote customer service with ticketing systems, remote support tools and IT Service Management; incident, service request and knowledge management best practices.
Troubleshooting software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, MECM).
Management of Microsoft Office/M365, MFA, and Mobile Device Management (MDM).
Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
Clear & effective communication and customer-focused problem solving.
Education in Information Technology (IT) or related field may substitute for experience as described: master's degree = 18 months, bachelor's = 1 year, associate's = 6 months.
Preferred Qualifications
Two (2) or more years of recent professional IT support experience in an Enterprise Service Desk.
ITIL Foundations training and certification; experience in ITSM culture and 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 and collaborate with higher-level teams to prevent rework or recurring incidents.
Demonstrated initiative and accountability in daily work and queue ownership.
Additional Requirements
Mandatory pre-employment checks: SEMA4 Records Check (state employees), Criminal History Check, Reference Check, Social Security and Address Verification, Education Verification, CJIS Background Check, and other legally required checks.
MNIT does not participate in the federal E-Verify program and cannot sponsor work visas. All applicants must be legally authorized to work in the United States at the time of application.
How to Apply Select “Apply for Job” at the top of this page. For questions, contact the Careers Help Desk at 651-259-3637 or careers@state.mn.us. More information at http://www.mn.gov/careers.
Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, Working Title and your valid Proof of Eligibility Certificate by the closing date to workwithmnit@state.mn.us.
Veterans and Current State Employees Veteran's Status: Indicate on your application. RSV and Disabled Veteran provisions apply as described in the posting. Current state employee bidding details are provided in the posting.
Benefits
Paid vacation and sick leave
12 paid holidays each year
Low-cost medical, dental, vision, and prescription drug plans
Pension plan, life insurance, disability coverage, and flexible spending benefits
Training, tuition reimbursement, and professional development
Employee Assistance Program (EAP) and other wellness resources
Equal Opportunity Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic.
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Enterprise Service Desk Analyst
Job Class:
Information Technology Specialist 2
Agency:
Minnesota IT Services
Key Details
Job ID: 92968
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: 03/25/2026
Closing Date: 03/31/2026
Division/Unit: Enterprise Service Desk / End User Support
Work Shift/Work Hours: Day Shift
Days of Work: Monday - Friday
Travel Required: No
FLSA Status: Nonexempt
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
Current state employees’ salaries will be evaluated based on employment contract
Designated in Connect 700 Program for Applicants with Disabilities: Yes
About the Role 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 improving the well-being and quality of life for all Minnesotans. The State 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 is part of the Enterprise Services team, delivering services to state agencies, boards, councils, and commissions, and central services to local government partners. It is part of the Enterprise Service Desk (ESD) End User Support (EUS) team, providing 24/7 IT support to State Executive Branch agencies.
Our team ensures a seamless, customer-focused experience by troubleshooting and resolving technical issues related to enterprise systems, applications, and networks.
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.
Qualifications Minimum Qualifications
Position requires a minimum of two (2) years of IT related experience in phone or remote customer IT Service Desk. Experience must include:
User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
Remote customer service with ticketing systems, remote support tools and IT Service Management; incident, service request and knowledge management best practices.
Troubleshooting software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, MECM).
Management of Microsoft Office/M365, MFA, and Mobile Device Management (MDM).
Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
Clear & effective communication and customer-focused problem solving.
Education in Information Technology (IT) or related field may substitute for experience as described: master's degree = 18 months, bachelor's = 1 year, associate's = 6 months.
Preferred Qualifications
Two (2) or more years of recent professional IT support experience in an Enterprise Service Desk.
ITIL Foundations training and certification; experience in ITSM culture and 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 and collaborate with higher-level teams to prevent rework or recurring incidents.
Demonstrated initiative and accountability in daily work and queue ownership.
Additional Requirements
Mandatory pre-employment checks: SEMA4 Records Check (state employees), Criminal History Check, Reference Check, Social Security and Address Verification, Education Verification, CJIS Background Check, and other legally required checks.
MNIT does not participate in the federal E-Verify program and cannot sponsor work visas. All applicants must be legally authorized to work in the United States at the time of application.
How to Apply Select “Apply for Job” at the top of this page. For questions, contact the Careers Help Desk at 651-259-3637 or careers@state.mn.us. More information at http://www.mn.gov/careers.
Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, Working Title and your valid Proof of Eligibility Certificate by the closing date to workwithmnit@state.mn.us.
Veterans and Current State Employees Veteran's Status: Indicate on your application. RSV and Disabled Veteran provisions apply as described in the posting. Current state employee bidding details are provided in the posting.
Benefits
Paid vacation and sick leave
12 paid holidays each year
Low-cost medical, dental, vision, and prescription drug plans
Pension plan, life insurance, disability coverage, and flexible spending benefits
Training, tuition reimbursement, and professional development
Employee Assistance Program (EAP) and other wellness resources
Equal Opportunity Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic.
#J-18808-Ljbffr