Enterprise Service Desk Analyst

Description:

Part of the Minnesota IT (MNIT) organization, the Enterprise Service Desk (ESD) End User Support (EUS) team provides comprehensive, standardized 24/7 IT support to individual end users within the State Executive Branch Agencies, Offices and Boards, related to all Enterprise-wide IT systems, applications and networks used by our customers. The EUS team delivers a seamless and customer-centric experience through professional, expedient, and skillful analysis, diagnosis, and resolution or escalation of technical incidents and work orders received through the IT Service Management ticketing system or phone IVR system. This is achieved through a dedicated, knowledgeable, and experienced team possessing strong proficiency in an array of technologies and service management best practices including Active Directory, M365 EAD/EAC environments, CISCO voice/VoIP, customer service and the ITIL framework.

General Triage

There are four (4) primary areas of support:

The General Triage teams’ primary function is to provide broad first tier support for all Enterprise systems in scope. This includes access issues, state provided laptop and desktop computers and associated peripherals and software, Microsoft Office, including email, Teams and SharePoint, network connectivity, remote connectivity and VPN, virtual computing, and some bespoke enterprise systems.

Telecommunications

In addition to the activities performed by the General Triage team, most of the Telecommunication team’s focus is on higher functions around provisioning, supporting, and retiring desk phones and softphones, processing telecoms-related orders, and dealing with support requests around conferencing technologies.

Mobile Device Management And M365

In addition to the activities performed by the General Triage team, most of the Mobile Device team’s focus is on supporting Mobile Devices (Smartphones, tablets) including set up, coaching, and troubleshooting issues, as well as delivering higher level support around Microsoft 365 hybrid cloud/on premises-based services.

Access Fulfillment And On/Off-boarding

In addition to the activities performed by the General Triage team, the majority of these teams’ focus is on provisioning new accounts for onboarding, ad hoc changes to access for existing staff, internal transfer of staff and deprovisioning in the event of offboarding.

The Enterprise Service Desk is a 24/7 operation. Shifts include standard work week hours and non-standard work week and weekend hours to provide 24-hour coverage, 7 days a week.

This position works in a call center work environment. Call center employees perform, as their primary duty, telephone/customer service. Candidates for this position are eligible to telework more than 50%.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume.

Position requires a minimum of two (2) years of IT related phone or remote customer IT Service Desk experience.

Experience Must Include

• User Permissions and Active Directory (AD), Exchange Admin Console (EAC), Microsoft Identity Manager (MIM).
• Remote customer service working with ticketing systems, remote support tools and IT Service Management. Incident, Service Request and Knowledge Management best practices, including documenting tickets and knowledge articles, triaging, managing, and assigning tickets across the organization.
• Troubleshooting skills and ability to diagnose/resolve software, network, system, and telephone problems using remote support tools (e.g. Beyond Trust, Microsoft Endpoint Configuration Manager MECM).
• Management of Microsoft Office/M365, Multi-Factor Authentication (MFA), and Mobile Device Management (MDM).
• Support of office collaboration, conferencing tools, and soft phones (e.g. Microsoft Teams).
• 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.