Minnesota IT Services · 1 week ago
Service Desk Analyst - ITS2
St Paul, MN
Full-time
Hybrid
Entry, Mid Level
$28/hr - $45/hr
2+ years expMinnesota IT Services is the information technology agency for the State of Minnesota, dedicated to delivering secure and reliable technology solutions. The Service Desk Analyst will provide application support and process service requests for various systems utilized by the Department of Human Services, ensuring that business partners receive the necessary technical assistance.
AppsInformation TechnologyIT Infrastructure
No H1B
Responsibilities
Provide application support and process service requests for applications developed, maintained, and supported by MNIT DHS
Assist in maintaining documentation and training new staff and business partners as needed
Utilize and implement ITSM (Information Technology Service Management) best practices to ensure the MNIT DHS applications have the support needed by our business partners
Qualification
Required
Minimum of two (2) years of user support experience in a Service Desk/Help Desk setting
Providing customer support of custom-built business applications by working with business partners to troubleshoot, track, and resolve issues
Facilitating verbal and/or written communications between business partners and technical teams during identification and resolution of incidents
Experience with Customer Relationship Management (CRM) systems such as BMC Helix, ServiceNow, Microsoft Dynamics or similar tools
Experience with the Microsoft Office desktop applications (e.g. Word, Excel, Outlook, and PowerPoint)
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 or a bachelor's degree for one (1) year; and an associate's degree for six (6) months
Preferred
Working knowledge of ITIL best practices, terminology, and service management principles, including their application to application support processes
Ability to analyze, assess, and clearly articulate potential impacts, risks, and dependencies associated with proposed changes to application support and service delivery
Ability to effectively respond to issues and assignments by determining criticality, prioritizing workload, and managing tasks in an organized and timely manner
Ability to maintain positive and productive working relationships with team members, work units, business partners, and customers while providing creative and flexible solutions to meet service needs
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
Minnesota IT Services
Minnesota IT Services is an information technology agency that offers leadership and planning services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
J
Jeff Nyberg
Chief Technology Officer
Recent News
Government Technology US
2025-04-10
2025-03-08
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