Hybrid Enterprise IT Service Desk Analyst

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

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.