Enterprise Service Desk Analyst - ITS2

State of Minnesota; Saint Paul (MN); On-site; USD 60,000 - 97,000; Full time

Job summary

State of Minnesota's Minnesota IT Services is seeking an Enterprise Service Desk Analyst in St. Paul to join the Enterprise Service Desk End User Support team.

This role provides first-line IT support across Active Directory, Microsoft 365, VPN, and collaboration tools to state agencies and boards. As a full-time, day-shift position with telework eligibility, you will work in a call center environment and handle incidents, service requests, and onboarding/offboarding.

Qualifications

• Two years of IT-related phone or remote customer IT Service Desk experience.
• Experience with AD, EAC, MIM, and remote ticketing/ITSM.
• Troubleshooting software, network, system, and telephone problems using remote tools.
• Management of Microsoft Office/M365, MFA, and Mobile Device Management.
• Office collaboration and Teams proficiency.
• Clear communication and customer-focused problem-solving.
• Onboarding/Offboarding accounts and access management experience.

Responsibilities

• Provide broad first-tier support for Enterprise systems in scope.
• Assist with telecommunications, mobile devices, and access provisioning.
• Deliver 24/7 support as part of a structured incident management approach.
• Prioritize customer service and document tickets and knowledge articles.

Skills

Active Directory

Exchange Admin Console

MIM

Remote support tools

IT Service Management

Microsoft 365

MFA

Mobile Device Management

Communication skills

Customer focus

Tools

Ticketing systems

BeyondTrust

MECM

PowerShell

Power BI

Azure Virtual Desktop

InTune

ServiceNow

Job description

Working Title: Enterprise Service Desk Analyst

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

• Job ID : 97110
• 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 : 09/26/2026
• Closing Date : 10/02/2026
• Hiring Agency/Seniority Unit : Minnesota IT Services
• Division/Unit : Incident Mgmt End User Support
• Work Shift/Work Hours : Day Shift
• Days of Work : Monday - Friday
• Travel Required : No
• Salary Range: $28.67 - $46.62 / hourly; $59,862 - $97,342 / annually
• Classified Status : Classified
• Bargaining Unit/Union : 214 - MN Association of Professional Employees (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 2,800+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (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 works in a call center work environment. Call center employees perform, as their primary duty, telephone/customer service. Candidates for this position are eligible to telework more than 50%.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp):

Position requires a minimum of two (2) years of IT related phone or remote customer IT Service Desk experience.

Experience must include:

• 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 for eighteen (18) months of experience; a bachelor’s degree for one (1) year; and an associate’s degree for six (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, 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

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 does not participate in the federal E-Verify program. Minnesota IT Services is unable to sponsor applicants for work visas, including F-1 STEM OPT extensions, and cannot complete Form I-983 or any other documentation requiring employer participation in E-Verify. All applicants must be legally authorized to work in the United States at the time of application.

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 [e-mail] . Please indicate what assistance is needed.