New job Service Desk Analyst - ITS2 in Minnesota

Service Desk Analyst - ITS2

Company : State of Minnesota
Salary : $23.97 - $38.98 an hour
Location : Minnesota

Full Description

As a Service Desk Analyst this position relies heavily on direct communication with customers, primarily by telephone when addressing support service needs.

This position is responsible for providing first-level comprehensive Technical Support to users and customers of MNIT Services within the Enterprise Service Desk. The Enterprise Service Desk provides standard assistance in support of all IT technologies and services provided by MNIT Services.

Employees in this position focus on customer support, diagnosis and analysis of technical issues and work to resolve technical support incidents and work orders in the most professional, expedient, and skillful manner. The work requires a solid knowledge of IT technical support, Active Directory, Microsoft O365 environments, voice/VoIP, and ITIL best practices.


Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume:

Position requires a minimum of two (2) years’ experience as a technical service or support analyst that includes:

  • Experience in a call center phone environment
  • Experience working in an ITIL based ticketing system
  • Demonstrated strong PC skills with computer/electronic equipment and technical connectivity
  • Experience in providing first level technical support via phones calls and ticketing systems.
  • Experience supporting issues with Microsoft Office, Windows OS, Remote Access, VPN and Mobile Devices
  • Experience with remote diagnostics for PCs, Laptops, docks, displays, and peripherals
  • Working Knowledge of Active Directory and user administration
  • Working Knowledge of SCCM for software distribution
  • Experience in providing technical customer service – customer facing role – through email, chat and telephone technology
  • Experience writing, reviewing detailed technical documentation
  • Experience working within a cross-functional team

**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

**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 experience with Active Directory User Administration
  • Excellent troubleshooting skills and ability to diagnose/resolve network system and telephony problems at an enterprise level
  • Excellent interpersonal, written, and oral skills
  • Knowledge of Incident Management methodologies

Application Details

Why Work For Us

Minnesota IT Services 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, defined benefit pension plan, tax-deferred compensation plan (457), generous vacation and sick leave, and 11 paid holidays each year. In addition, at the management’s discretion, Minnesota IT Services offers flexible work scheduling, telework options, mentorship opportunities, employee recognition and reward programs, and paid training and development. Join Minnesota IT Services now and stay for a career!

How to Apply

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.

Click “Apply” at the bottom 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

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: 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:


If you have questions about the position, contact Monica Franklin at .


Minnesota IT Services is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive services to all Minnesotans. Minnesota IT Services recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

It is the policy of Minnesota IT Services to provide reasonable accommodations to qualified candidates and employees. 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 Please indicate what assistance you need. To request an accommodation for an interview, please contact .

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