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Working Title: Service Desk Analyst

Job Class: Information Technology Specialist 2

Agency: Minnesota IT Services

+ **Job ID** : 91188

+ **Location** : St. Paul

+ **Telework Eligible** : Yes, \#LI-Hybrid

+ **Full/Part Time** : Full-Time

+ **Regular/Temporary** : Unlimited

+ **Who May Apply** : Open to all qualified job seekers

+ **Date Posted** : 01/16/2026

+ **Closing Date** : 01/26/2026

+ **Hiring Agency/Seniority Unit** : Minnesota IT Services

+ **Division/Unit** : Department of Human Services (DHS)

+ **Work Shift/Work Hours** : Day Shift

+ **Days of Work** : Monday - Friday

+ **Travel Required** : No

+ **Salary Range:** $28.18 - $45.82 / hourly; $58,839 - $95,672 / annually

+ **Classified Status** : Classified

+ **Bargaining Unit/Union** : 214 - MN Assoc of Professional Empl/MAPE

+ **FLSA Status** : Nonexempt

+ Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position serves 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, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.

As a Service Desk Analyst for MNIT DHS, you will provide application support and process service requests for applications developed, maintained, and supported by MNIT DHS. These include systems used by the Department of Human Services (DHS), Department of Children, Youth, and Families (DCYF), Direct Care and Treatment (DCT), and MNsure. Examples of supported systems include MAXIS, MMIS (Medicaid Management Information System), SSIS (Social Services Information System), METS (Minnesota Eligibility Technology System), and other enterprise or program-specific applications. The ITS2 Service Desk Analyst (SDA) assists in maintaining documentation and training new staff and business partners as needed. This position will utilize and implement ITSM (Information Technology Service Management) best practices to ensure the MNIT DHS applications have the support needed by our business partners.

**This position requires an employee to be onsite at 540 Cedar St., St. Paul, Minnesota at least 50% of the time, with some opportunity to perform work from a telework location.** Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services is available on a limited basis. Employees will be required to meet current telework eligibility requirement.

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available** here (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) **:

Position requires a minimum of two (2) years of user support experience in a Service Desk/Help Desk setting.

Experience must also include:

+ 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 Qualifications

+ 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.

Strongly Preferred Qualifications

+ Two (2) years of firsthand end-user experience with the following Minnesota Department of Human business application SSIS (Social Security Information Systems).

+ Experience with two (2) or more of the business applications used by the Minnesota Department of Human Services MAXIS, SMI (Shared Master Index), MMIS (Medicaid Medical Information System), MnCHOICES, Minnesota Information Transfer System (MN-ITS), and/or METS (Minnesota Eligibility Technical System).

+ Thorough understanding of the policies and procedures governing the use of the DHS applications and technologies.

Additional Requirements

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

+ SEMA4 Records Check (applies to current and past state employees only)

+ Criminal History Check

+ Reference Check

+ Social Security and Address Verification

+ Other legally required checks

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made 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 [email protected] . Please indicate what assistance is needed.