State of Minnesota · 8 hours ago
Enterprise Service Desk Analyst - ITS2
Saint Paul, MN
Full-time
Remote
Entry, Mid Level
$27.76/hr - $45.14/hr
2+ years exp
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Responsibilities
Provide broad first tier support for all Enterprise systems in scope.
Support state provided laptop and desktop computers and associated peripherals and software.
Assist with Microsoft Office, including email, Teams and SharePoint, network connectivity, remote connectivity and VPN, virtual computing, and bespoke enterprise systems.
Provision, support, and retire desk phones and softphones, processing telecoms-related orders, and dealing with support requests around conferencing technologies.
Support Mobile Devices (Smartphones, tablets) including set up, coaching, and troubleshooting issues.
Provision new accounts for onboarding, ad hoc changes to access for existing staff, internal transfer of staff and deprovisioning in the event of offboarding.
Qualification
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Required
Position requires a minimum of two (2) years of IT related experience.
Experience must include: Remote technical support, customer service, ticketing systems, remote support tools and IT Service Management, e.g., BMC Remedy/Helix, Beyond Trust/Bomgar, IT Infrastructure Library (ITIL).
Workspace services; Microsoft Endpoint Configuration Manager (MECM), Windows Operating System (OS), Personal Computer (PC), and hardware & software.
Productivity software; Microsoft Office/M365, Outlook, SharePoint.
Connectivity and security services such as VPN, LAN/WAN, Multi-Factor Authentication (MFA).
User and Permissions Administration; Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
Endpoint Management; Mobile Device Management (MDM), Microsoft InTune.
Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
Customer service skills that include active listening, empathy, and problem-solving.
A bachelor’s degree or higher in Information Technology or an IT related field substitutes for two (2) years of experience, OR an IT or related associate’s degree substitutes for one (1) year.
Preferred
Three (3) or more years of recent professional IT support experience, ideally in a Service Desk or Call Center environment.
ITIL Foundations training and certification, and experience working in an IT Service Management Culture to productivity metrics.
Experience following Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization.
Experience with supporting an M365 Suite environment including applications, functions, features, integrations, and connective technologies.
Experience onboarding and offboarding staff (accounts, permissions, email, etc.).
Experience working with third (3rd) party vendors for delivery of services (e.g., Telecommunications, Mobile Devices).
Excellent troubleshooting skills and ability to diagnose/resolve software, network, system, and telephony problems at an enterprise level.
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 that provides income when you retire (after working at least three years)
Employer paid life insurance to provide support for your family in the event of death
Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
Tax-free expense accounts for health, dental, and dependent care
Resources that provide support and promote physical, emotional, social, and financial well-being
Training, classes, and professional development
Tuition reimbursement
Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
Employee Assistance Program (EAP) for work/life support
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
Company
State of Minnesota
The government of the state of Minnesota.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Tim Walz
41st Governor of Minnesota
Recent News
National Capital Flag
2024-05-16
Company data provided by crunchbase
