DESCRIPTION:
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 provide a world-class customer experience and maintain a high quality of work that meets standards for efficiency and quality. In this role, they will engage with customers that are both internal and external to the branch. Their work has a direct impact on the customer’s ability to have access to branch applications and restore services when users face technical issues. Additionally, this team serves as part of the Major Incident and After-Hours support processes which have direct impacts for members of the public who require access to Justice.
EXAMPLES OF JOB DUTIES:
The following are examples of major job duties expected for this position to perform.
Incident Management:
Field incoming incidents via ACD phone calls, emails, and the ServiceNow ticket queues
Enter and update ServiceNow incident tickets according to quality assurance guidelines
Communicate clearly, effectively, and in a timely fashion with customers regarding their tickets
Leverage personal skills, knowledge, and experience along with resources including ServiceNow, Knowledge Base, team communication, and more to resolve technical issues that impact customers
Identify down users and engage CSC escalation processes to rapidly restore services when needed
Route tickets to appropriate fulfillment teams when immediate resolution is not possible
Request Management:
Field incoming requests via ACD phone calls, emails, and the ServiceNow ticket queues
Enter and update ServiceNow tickets according to quality assurance guidelines
Communicate clearly, effectively, and in a timely fashion with customers regarding their tickets
Complete tasks by leveraging personal skills, experience, and available resources
Escalate to appropriate fulfillment teams when immediate completion is not possible
Knowledge Base:
Draft and publish ServiceNow knowledge base content that meets quality guidelines that are laid out in the Style Guide
Meet publishing requirements as assigned by the CSC Team Lead and CSC Manager
Major Incident Identification:
Monitor incident queues for incidents that may meet the Major Incident criteria
Escalate to CSC Team Lead or CSC Manager when 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 ServiceNow 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 interface/relationship skills
Ability to effectively manage a large volume of tickets while adhering to quality standards
Excellent communication and organizational skills
Must be a self-starter with the ability to follow established procedures
Ability to use a knowledge base and critical thinking to work through issues and resolve incidents
Ability to communicate with and assist individuals with varying levels 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 standard service desk hours are 7:00 AM – 5:00 PM and our team members rotate work schedules to ensure coverage. The chosen candidate will work in a remote environment with visits to the office in downtown St. Paul, MN approximately up to 10 times per year. This may change as business needs dictate. This person will also provide after-hours and weekend support as part of a weekly on-call rotation as assigned for additional compensation.
SALARY RANGE: The expected starting salary range for external candidates is $25.27- $31.62 per hour ($52,764- $66,023 annually). The full salary range 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 Act and is eligible for State of MN employee benefits.
TO APPLY: Complete and submit your online application with resume and cover letter attached by April 5, 2026 at 11:59 p.m. Employment offers may be rescinded if the required criminal background check identifies job related convictions.