The Enterprise Service Desk (ESD) End User Support (EUS) team delivers standardized 24/7 IT support to end users across State Executive Branch agencies and related organizations. This role supports enterprise-wide systems, applications, and networks by handling incidents and work orders through an IT Service Management ticketing system or phone IVR, with the ability to triage and resolve common end user issues or escalate as needed.
Role Overview
ESD End User Support (EUS) provides comprehensive, standardized 24/7 IT services to individual end users. The Enterprise Service Desk operates around the clock, and this position may work standard weekday hours as well as non-standard work week and weekend hours to maintain 24-hour coverage, 7 days a week. Work is performed in a call center environment where telephone and customer service are primary duties. Candidates are eligible to telework more than 50%, and the role is telework eligible (LI-Hybrid).
Key Responsibilities
- Analyze, diagnose, and resolve or escalate technical incidents and work orders received via the IT Service Management ticketing system or phone IVR, providing professional and expedient support.
- Provide first tier support for enterprise systems in scope, including access issues; state-provided laptop and desktop computers with associated peripherals and software; Microsoft Office tools (email, Teams, SharePoint); network connectivity; remote connectivity and VPN; virtual computing; and select bespoke enterprise systems.
- Provision, support, and retire desk phones and softphones; process telecoms-related orders; and address support requests involving conferencing technologies.
- Set up, coach, and troubleshoot mobile devices (smartphones and tablets), and provide higher level support related to Microsoft 365 hybrid cloud and on-premises-based services.
- Provision accounts for onboarding, perform ad hoc access changes for existing staff, support internal staff transfers, and deprovision accounts during offboarding.
Minimum Requirements
- Minimum two (2) years of IT related phone or remote customer IT Service Desk experience.
- Experience with User Permissions and Active Directory (AD), Exchange Admin Console (EAC), and Microsoft Identity Manager (MIM).
- Remote customer service experience using ticketing systems, remote support tools, and IT Service Management practices, including Incident, Service Request, and Knowledge Management best practices (documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization).
- Troubleshooting skills to diagnose and resolve software, network, system, and telephone problems using remote support tools (including Beyond Trust and Microsoft Endpoint Configuration Manager MECM).
- Experience supporting Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
- Support experience for office collaboration and conferencing tools and soft phones, including Microsoft Teams.
- Ability to communicate clearly and effectively to facilitate mutual understanding.
- Customer-focused problem-solving grounded in active listening, empathy, and a solution-oriented approach.
- Education substitution: a master’s degree may substitute for eighteen (18) months of experience; a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.
Technologies and Tools
The role uses a broad set of enterprise technologies, including Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM), IT Service Management, Beyond Trust, Microsoft Endpoint Configuration Manager (MECM), Microsoft Office, Microsoft 365 (M365), Multi-Factor Authentication (MFA), Mobile Device Management (MDM), Microsoft Teams, Microsoft SharePoint, ITIL framework, ServiceNow, Service management best practices, RSA, Microsoft InTune, CoPilot, Azure Virtual Desktop, Entra, PowerShell, Power BI, Power Platform, Cisco voice/VoIP, IT Service Management ticketing system, Connect 700 Program, IVR, virtual computing, and VPN.
Pay, Classification, and Schedule
- Location: Saint Paul, MN (hybrid)
- Salary: USD 28 - 46 per hourly (also listed as $59,862 - $97,342 annually)
- Starting salary: up to $39.73/hourly and $82,956/annually, with room to grow within the full salary range over time
- Job Class: Information Technology Specialist 2
- Telework Eligible: Yes (LI-Hybrid); candidates eligible to telework more than 50%
- Full/Part Time: Full-Time; Regular/Temporary: Unlimited
- Classified Status: Classified; FLSA Status: Nonexempt
- Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
- Work Shift/Work Hours: Day Shift; Days of Work: Monday - Friday
- Travel Required: No
Benefits
- 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 providing income when you retire (after working at least three years)
- Employer paid life insurance; short-term and long-term disability insurance
- Tax-free expense accounts for health, dental, and dependent care
- Resources supporting physical, emotional, social, and financial well-being
- Training, classes, and professional development; tuition reimbursement
- Federal Public Service Loan Forgiveness (some positions may qualify)
- Employee Assistance Program (EAP) for work/life support
Application Details
- Who May Apply: Open to all qualified job seekers
- Date Posted: 08/04/2026; Closing Date: 08/10/2026
- Job ID: 95881; Working Title: Enterprise Service Desk Analyst
- To apply, select “Apply for Job” at the top of the page
- Questions about applying: Careers Help Desk at 651-259-3637 or email careers@state.mn.us
- Contact for position questions: workwithmnit@state.mn.us
Connect 700 Program and Veteran Information
- Connect 700 Program: Apply online and email the Job ID#, Working Title, and your valid Proof of Eligibility Certificate by the closing date to workwithmnit@state.mn.us.
- Veterans: Indicate Veteran status on your application. Recently Separated Veterans (RSV) may receive an interview if top five applicants apply, meet qualifications and RSV criteria, and submit a copy of DD-214 by the closing date.
- Certain Disabled Veterans may be appointed on a noncompetitive basis if service requirements and verified service-connected disability rating of at least 30% are met, and documentation is submitted by the closing date.
Additional Requirement: Eligibility to Work and Checks
A successful candidate must pass all legally required checks prior to employment, which may include: 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, and other legally required checks.
Minnesota IT Services does not participate in the federal E-Verify program and cannot sponsor work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States at the time of application.
Current Employees and Bidding
- Current State Employees: Current employees of Minnesota IT Services in an Information Technology Specialist 2 position may be considered prior to filling through other means if eligible to bid and apply within the seven (7) day bidding period.
- Bidders: This vacancy is open for bids and all qualified applicants simultaneously and will be filled in accordance with applicable union contract provisions.
