Enterprise IT Service Desk Analyst

Hiring Range:
$47,700-$54,000 annually
Help change the world and improve the lives of North Dakota citizens by providing customer service through Enterprise Desktop Administration services.
North Dakota Information Technology (NDIT) is seeking an Enterprise Service Desk Analyst for our Technology division.
As an Enterprise Service Desk Analyst, you will be responsible for supporting customers at the NDIT Service Desk.
The Service Desk is a function that is critical to the whole concept of IT Service Management.
Its primary goal is to restore normal service operation as quickly as possible, minimizing the adverse impact on business operations.
In this role, you will:


Perform initial assessment, triage, research, and resolution of incidents regarding the use of application software products and/or infrastructure components before referring to technical support.
Resolve and/or assign incidents using the ESM tool, recording incidents received by event management, email, self-service, phone calls, and chat bot.
Collect caller data, incident symptoms, and clearly documents troubleshooting steps taken.
Possess working knowledge of network connectivity, workstations, client server systems, file/print servers, web and email systems, secured and enterprise applications, telecommunication, and business system environments.

To succeed in this position, you are comfortable working in an environment with a continuous workload and an emphasis on quality.
You are a constant learner, open to observation and feedback.
You should be highly organized, able to manage your time and priorities effectively in order to meet organization standards.
You can establish and maintain effective working relationships while working independently and within a team.
To be considered for this role, you must have a Bachelor's degree in Computer Science, Information Technology or closely related field
or an Associate's degree in in Computer Science, Information Technology or closely related field
and 1 year of current and progressive work experience supporting customers and trouble shooting IT related technical issues,
or 2 years of current and progressive work experience as stated above.?
About Team ND
"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore Roosevelt
More than 7,500 talented, hard-working people across sixty-three agencies have come together as Team North Dakota.
At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage.
Our purpose is to empower people, improve lives, and inspire success.
Join us in being legendary.
Total Rewards:


The State of North Dakota is committed to providing team memberswith a strong and competitive rewards package that support you, your health and your family.
Considering a new position on Team ND? How does your current position stack up? Use our Total Rewards Calculator to estimate.
Application Procedures
Please make sure that your resume includes information to demonstrate how you meet the minimum qualifications as posted.
Your work history will not be given credit if North Dakota Information Technology cannot determine that you meet the minimum qualifications.
All application material, including your resume, must be received on or before the closing date by 11:
59 pm.
North Dakota Information Technology does not offer or provide sponsorships.
Applicants must be legally authorized to work in the United States.
For more information or if you need an accommodation, please contact

or (701) .
Equal Employment Opportunity
The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.
As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C.
§ 23-12-10.