Service Desk Specialist

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 queuesEnter and update ServiceNow incident tickets according to quality assurance guidelinesCommunicate clearly, effectively, and in a timely fashion with customers regarding their ticketsLeverage personal skills, knowledge, and experience along with resources including ServiceNow, Knowledge Base, team communication, and more to resolve technical issues that impact customersIdentify down users and engage CSC escalation processes to rapidly restore services when neededRoute tickets to appropriate fulfillment teams when immediate resolution is not possibleRequest Management:Field incoming requests via ACD phone calls, emails, and the ServiceNow ticket queuesEnter and update ServiceNow tickets according to quality assurance guidelinesCommunicate clearly, effectively, and in a timely fashion with customers regarding their ticketsComplete tasks by leveraging personal skills, experience, and available resourcesEscalate to appropriate fulfillment teams when immediate completion is not possibleKnowledge Base:Draft and publish ServiceNow knowledge base content that meets quality guidelines that are laid out in the Style GuideMeet publishing requirements as assigned by the CSC Team Lead and CSC ManagerMajor Incident Identification:Monitor incident queues for incidents that may meet the Major Incident criteriaEscalate to CSC Team Lead or CSC Manager when appropriateTYPICAL 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/GEDTwo to three years of relevant IT experiencePreferred Qualifications:Two-year degree or technical certifications in Information Technology fieldITIL certification or experienceExperience with ServiceNow ApplicationExperience with Court Applications and systemsExperience with supporting a remote workforceBasic knowledge of court practices, procedures and terminologyKnowledge, Skills, and Abilities:Excellent communication and customer interface/relationship skillsAbility to effectively manage a large volume of tickets while adhering to quality standardsExcellent communication and organizational skillsMust be a self-starter with the ability to follow established proceduresAbility to use a knowledge base and critical thinking to work through issues and resolve incidentsAbility to communicate with and assist individuals with varying levels of computer expertiseSUPPLEMENTAL 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. Company
Why Work for Us?


Minnesota Judicial Branch employees consistently express pride in their public service and in the quality of programs and services provided to customers, as well as appreciation for the teamwork and collaboration that is promoted within the MJB.​ We celebrate and are committed to the principles of diversity and inclusion, and actively seek and value diversity in professional background and cultural characteristics. We are intentional and mindful about the organizational culture we are building, seeking broad-minded individuals with robust capabilities who value supporting one another’s growth. ​





Employee Benefits


The Minnesota Judicial Branch cares about and invests in you as an employee. Because of that, we offer affordable yet competitive benefits to support you and your family’s wellbeing. Our comprehensive benefits package for eligible employees includes health and wellness benefits, enhanced fertility benefits, short- and long-term disability, pension, paid parental leave, tuition reimbursement, and more. Learn more at Employee Benefits - Careers at the Minnesota Judicial Branch Careers. Minnesota Judicial Branch employees may also be eligible for the Public Service Loan Forgiveness program. This federal program allows qualified individuals to have their loans forgiven after meeting certain requirements working in public service. You can learn more about this program from the Minnesota Office of Higher Education and the office of Federal Student Aid.





Equal Employment Opportunity


​It is the policy of the Minnesota Judicial Branch that all decisions regarding employment are made without discrimination on the basis of disability. Please let us know if you need a reasonable accommodation for a disability to participate in the employee selection process by contacting Human Resources at [email protected]. The Minnesota Judicial Branch is an Equal Opportunity Employer. It is the​ policy of the Minnesota Judicial Branch that all decisions regarding​ recruitment, hiring, promotions, and other terms and conditions of​ employment be made without discrimination on the grounds of race, color,​ creed, religion, national origin, gender, marital status, status with regard​ to public assistance, membership or activity in a local human rights​ commission, disability, sexual orientation, or age. We value and encourage​ applicants from diverse backgrounds.​






Internal Applicants


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