Innovation * Opportunity * Work that Matters
Join the 2,000+ professionals who are bringing strategic vision to state government as part of Minnesota's information technology agency. Work for Minnesota IT Services (MNIT) and be part of a cutting-edge organization that is emerging as a national leader in government IT. This position exists to serve our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, ensure child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.
Our culture promotes collaboration, demands continuous improvement and encourages innovation in IT delivery. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT DHS.
Job Details
Working Title: Service Desk Analyst
Job Class: Information Technology Specialist 2
Agency: Minnesota IT Services
- Who May Apply: Open to all qualified job seekers
- Date Posted: 05/04/2023
- Closing Date: 05/17/2023
- Hiring Agency/Seniority Unit: Minnesota IT Services
- Division/Unit: Department of Human Services & MNsure / Application Services
- Work Shift/Work Hours: Day Shift
- Days of Work: Monday - Friday
- Travel Required: No
- Salary Range: $25.18 - $40.95 / hourly; $52,575 - $85,503 / annually
- Classified Status: Classified
- Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
- FLSA Status: Nonexempt
- Telework Eligible: Yes #LI-Remote
- Designated in Connect 700 Program for Applicants with Disabilities: Yes
Make a difference in the lives of Minnesotans.
The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.
Job Summary
As a Service Desk Analyst, you will provide application support to our partners at the Minnesota Department of Human Services (DHS) and MNsure. This includes being a key point of contact and providing timely, quality support and assistance for custom-built business applications used by DHS and MNsure. This position will utilize and implement ITIL (Information Technology Infrastructure Library) Service Management best practices to ensure the DHS/MNsure applications are supported as needed by our business partners.
Responsibilities include, but are not limited to:
- Analyzing, prioritizing, troubleshooting, tracking and documenting application issues and service requests
- Ensuring support processes are accurately documented and followed
- Ensuring quality and consistency is maintained throughout the support request/incident lifecycles
- Gaining and maintaining appropriate application and infrastructure knowledge and experience needed to effectively and efficiently support DHS/MNsure applications
This position is currently eligible for full-time telework:
- Telework for Minnesota IT Services allows an employee to perform work from a remote telework location and an employee may be required to be in the office based on business needs and other dependencies.
- Candidates residing outside of Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) require additional review prior to telework approval upon becoming a finalist.
- Candidates located in Minnesota, or a bordering state, do not require additional review.
Qualifications
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume.
Position requires a minimum of two (2) years of custom-built application support and customer service experience.
Experience must include:
- Providing Level 2 technical support of custom-built business applications
- Working with business partners to troubleshoot, track, and resolve incidents
- Facilitating communication between business partners and technical teams during resolution of an incident
- Experience with ticket tracking systems such as Remedy on Demand, Microsoft Dynamics, or similar tools
- Creating and maintaining process and support documentation
- Experience with office productivity software such as Microsoft 365, Microsoft Teams, and SharePoint
A Bachelor’s degree in Information Technology or related substitutes for two (2) years of experience, OR a related Associate's degree substitutes for one (1) year of experience.
**Successful candidate must pass past-employer reference checks and a criminal history verification**
It is the policy of the MNIT Services that all employees submit to a background investigation prior to employment. The background check may consist of the following components:
SEMA4 Records Check (applies to current and past state employees only)
Criminal History Check
Employment Reference Check
Social Security and Address Verification
Education Verification
Other legally required records checks
**MNIT Services will not sponsor applicants for work visas. All applicants must be legally authorized to work in the US**
Preferred Qualifications
- Experience with Minnesota Department of Human Services business applications (METS, MnCHOICES, SSIS, MMIS, MN-ITS)
- Thorough understanding of the policies and procedures governing the use of the DHS applications and technologies
- Working knowledge of ITIL best practices, terms, and definitions
- Ability to maintain positive working relationships with fellow team members, work units, and business partners
- Demonstrate the skills needed to answer questions in a timely, professional, and accurate manner
- Experience with Site administration functions in SharePoint
- Possess the ability to analyze, assess, and articulate potential impacts and risks of proposed changes to an application's support processes
- Ability to provide creative and flexible solutions to issues to customers and other teams
- Ability to maintain a strong customer service focus in a professional and courteous manner
- Ability to handle multiple assignments in an organized and timely manner
- Ability to effectively recognize the criticality of a situation, determine its priority and act accordingly
Application Details
How to Apply
This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Technology Specialist 2 position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office.
Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.
If you have questions about the position, contact Kristen Haider at kristen.haider@state.mn.us.
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Kristen Haider at kristen.haider@state.mn.us.
To be considered for any Veteran’s Status, you MUST indicate this on your application.
RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. To qualify, you must meet the following: 1) have separated under honorable conditions from any branch of the armed forces of the United States; 2) have served on active duty for 181 consecutive days or more or for the full period ordered to active duty or have separated by reason of disability incurred while serving on active duty; 3) be a United States citizen or resident alien; and 4) have served in active military service at any time on or after September 11, 2001, as shown on your DD-214 form. To be considered under this legislation, you must: 1) meet all Minimum Qualifications identified in this posting; 2) meet all of the above RSV criteria; and 3) submit a copy of your DD-214 form by the closing date to: MNIT.Recruitment@state.mn.us. Failure to submit your DD-214 form will affect your consideration for an interview under this legislation.
CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: 1) meet service requirements and have a verified service-connected disability rating of at least 30%; 2) provide qualifying documentation verifying the disability; and 3) meet all Minimum Qualifications identified in this posting. To be considered under this legislation you must submit all documentation by the closing date to: MNIT.Recruitment@state.mn.us.
Why Work for Us
Diverse Workforce
We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.
A recent engagement survey of State of Minnesota employees found:
- 95% of employees understand how their work helps achieve their agency’s mission
- 91% of employees feel trusted to do their jobs
- 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
- 87% of employees report flexibility in their work schedule
Comprehensive Benefits
Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:
- Public pension plan
- Training and professional development
- Paid vacation and sick leave
- 11 paid holidays each year
- Paid parental leave
- Low-cost medical and dental coverage
- Prescription drug coverage
- Vision coverage
- Wellness programs and resources
- Employer paid life insurance
- Short-term and long-term disability
- Health care spending and savings accounts
- Dependent care spending account
- Tax-deferred compensation
- Employee Assistance Program (EAP)
- Tuition reimbursement
- Federal Public Service Student Loan Forgiveness Program
Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.
We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us and indicate what assistance is needed.
