Enterprise Service Desk Analyst

As part of Minnesota IT Services, the Enterprise Service Desk End User Support team delivers comprehensive, standardized 24/7 IT support to end users across State Executive Branch agencies and related organizations. In this hybrid role in St. Paul, you will help keep enterprise-wide IT systems running for the people who rely on them daily, using customer-centric service methods and an IT Service Management ticketing and phone IVR environment.

This position supports a broad range of technologies and service needs, with structured processes for triage, incident and service request handling, and escalation when issues need deeper expertise. The team’s work is grounded in ITIL framework practices and strong proficiency across identity, collaboration, connectivity, and device support.

What you’ll be doing

• Provide standardized 24/7 IT support to individual end users across State Executive Branch Agencies, Offices and Boards for enterprise-wide IT systems, applications, and networks.
• Deliver a professional, expedient support experience through analysis, diagnosis, and resolution or escalation of incidents and work orders received via IT Service Management ticketing or phone IVR.
• Perform broad first tier support for enterprise systems, including access issues; State-provided laptop and desktop computers and peripherals and software; Microsoft Office (email, Teams, SharePoint); network connectivity; remote connectivity and VPN; virtual computing; and some bespoke enterprise systems.
• Handle higher functions around provisioning, supporting, and retiring desk phones and softphones, processing telecom-related orders, and addressing support requests for conferencing technologies.
• Support mobile devices (smartphones and tablets), including setup, coaching, and troubleshooting, plus higher-level support for Microsoft 365 hybrid cloud/on premises-based services.
• Provision accounts for onboarding, apply access changes for existing staff, support internal transfers, and deprovision accounts during offboarding.
• Work in a call center environment where telephone and customer service are primary duties.

Core requirements

• Minimum two (2) years of IT-related phone or remote customer IT Service Desk experience.
• Experience including User Permissions and Active Directory (AD), Exchange Admin Console (EAC), and Microsoft Identity Manager (MIM).
• Experience providing remote customer service using ticketing systems, remote support tools, and IT Service Management.
• Experience applying Incident, Service Request, and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, and managing and assigning tickets across the organization.
• Troubleshooting ability to diagnose and resolve software, network, system, and telephone problems using remote support tools (example: Beyond Trust, Microsoft Endpoint Configuration Manager (MECM)).
• Experience with Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
• Experience supporting office collaboration, conferencing tools, and soft phones (example: Microsoft Teams).
• Ability to communicate clearly and effectively to foster mutual understanding.
• Customer-focused approach using active listening, empathy, and solution-oriented problem-solving to improve user experiences.

Benefits and support

• 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 that provides 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
• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (some positions may qualify)
• Employee Assistance Program (EAP) for work/life support
• Daily Living/Convenience Services: chore services, home repair, trip planning, child/elder care

Employment details: Full-Time, Regular/Temporary: Unlimited. Work shift/hours: Day Shift; Days of work: Monday through Friday. Telework eligible: Yes (more than 50%). Travel required: No. Salary range: $28.67 - $46.62 per hourly ($59,862 - $97,342 annually). Designated in Connect 700 Program for Applicants with Disabilities: Yes.

Application notes: Minnesota IT Services does not participate in the federal E-Verify program and cannot sponsor work visas. Applicants must be legally authorized to work in the United States. Successful candidates must pass legally required checks prior to employment, which may include SEMA4 Records Check, Criminal History Check, Reference Check, Social Security and Address Verification, Education Verification, and CJIS Background Check.