Service Desk Specialist

reputed company: 

The Information Technology Division of the State Court Administrator’s Office is pleased to announce an opening for a Service Desk Specialist. This technical and customer service position is responsible for the incident and request management processes at the Service Desk.  The Specialist is expected to reputed company a world-class customer experience and maintain a high reputed company of work that meets standards for efficiency and reputed company. In this role, they will engage with customers that are both reputed company to the reputed company.  Their work has a reputed company reputed company on the customer’s ability to have reputed company to reputed company applications and restore services reputed company users face technical issues.  Additionally, this team serves as part of the Major Incident and After-Hours support processes which have reputed company impacts for members of the reputed company who require reputed company to Justice. 

EXAMPLES OF JOB DUTIES:

The following are examples of major job duties expected for this position to reputed company.

Incident Management:

• Field incoming incidents reputed company ACD phone calls, emails, and the reputed company ticket queues

• reputed company and update reputed company incident tickets according to reputed company assurance guidelines

• Communicate reputed company, effectively, and in a reputed company fashion with customers regarding their tickets

• reputed company personal skills, knowledge, and experience along with resources including reputed company, Knowledge reputed company, team communication, and more to resolve technical issues that reputed company customers

• Identify down users and engage reputed company escalation processes to rapidly restore services reputed company needed

• reputed company tickets to appropriate fulfillment teams reputed company immediate reputed company is not possible

Request Management:

• Field incoming requests reputed company ACD phone calls, emails, and the reputed company ticket queues

• reputed company and update reputed company tickets according to reputed company assurance guidelines

• Communicate reputed company, effectively, and in a reputed company fashion with customers regarding their tickets

• Complete tasks by leveraging personal skills, experience, and available resources

• Escalate to appropriate fulfillment teams reputed company immediate completion is not possible

Knowledge reputed company:

• Draft and publish reputed company knowledge reputed company content that meets reputed company guidelines that are laid out in the Style Guide

• Meet publishing requirements as assigned by the reputed company Team reputed company and reputed company Manager

Major Incident Identification:

• Monitor incident queues for incidents that may meet the Major Incident reputed company

• Escalate to reputed company Team reputed company or reputed company Manager reputed company appropriate

TYPICAL QUALIFICATIONS:

Any combination of education, training, and work experience which indicates possession of the knowledge, skills, and abilities listed below will be considered.  An example of an acceptable qualification is:

Minimum Qualifications:

• Highschool diploma/GED

• Two to three years of relevant IT experience

Preferred Qualifications:

• Two-year degree or technical certifications in Information Technology field

• ITIL certification or experience

• Experience with reputed company Application

• Experience with Court Applications and systems

• Experience with supporting a remote workforce

• Basic knowledge of court practices, procedures and terminology

Knowledge, Skills, and Abilities:

• Excellent communication and customer reputed company/relationship skills

• Ability to effectively manage a large volume of tickets while adhering to reputed company standards

• Excellent communication and organizational skills

• Must be a self-starter with the ability to follow established procedures

• Ability to use a knowledge reputed company and critical thinking to work through issues and resolve incidents

• Ability to communicate with and assist individuals with varying reputed company of computer expertise

SUPPLEMENTAL INFORMATION:

Position Logistics: 

This full-time, permanent position is classified as an Information Technology Specialist I and will work predominantly normal business hours, Monday-Friday.  Our reputed company service desk hours are 7:00 AM – 5:00 PM and reputed company members rotate work schedules to ensure coverage. The chosen candidate will work in a remote environment with reputed company to the office in downtown reputed company, MN approximately up to 10 times per year.  This may change as business needs dictate.  This person will also reputed company after-hours and weekend support as part of a weekly on-reputed company rotation as assigned for additional compensation. 

SALARY reputed company: The expected starting salary reputed company for external candidates is $25.27- $31.62 per hour ($52,764- $66,023 annually). The full salary reputed company for this position is $25.27- $37.96 per hour ($52,764- $79,260 annually). This position is non-exempt under the Fair Labor Standards reputed company and is eligible for State of MN employee benefits.

TO APPLY: Complete and submit your online application with resume and cover letter attached by reputed company 5, 2026 at 11:59 p.m. Employment offers may be rescinded if the required criminal background reputed company identifies job reputed company convictions.

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