Service Desk Analyst - ITSat Minnesota Department of Human Services Saint Paul, MN

Service Desk Analyst – ITS2 job at Minnesota Department of Human Services. Saint Paul, MN.

• Working Title: Service Desk Analyst
• Job Class: Information Technology Specialist 2
• Agency: Minnesota IT Services
• Job : 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: 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 (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 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 is available on a limited basis. Employees will be required to meet current telework eligibility requirement.

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

• Position requires a 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, Service Now, Microsoft Dynamics or similar tools.
• Experience with the Microsoft Office desktop applications (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)…