Working Title: Help Desk Agent
Job Class: Health Program Representative
Agency: Health Department
Job ID : 87618
Location : St. Paul
Telework Eligible : Yes / Hybrid
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : This vacancy is open for bids and to all qualified job seekers simultaneously.
Date Posted : 10/10/2025
Closing Date : 10/16/2025
Hiring Agency : Minnesota Department of Health (MDH)
Division/Unit : Health Policy (HP) / Office of Vital Records (OVR) Help Desk
Work Shift/Work Hours : Day Shift / 8:00 a.m. - 4:30 p.m.
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $25.29 - $36.71 / hourly; $52,805 - $76,650 / annually
Classified Status : Classified
Bargaining Unit/Union : 214 - MN Association of Professional Employees (MAPE)
FLSA Status : Nonexempt
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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.
MDH employees seeking to bid (per contract language) will be considered, followed by other qualified applicants through the competitive hiring process. Please review the "Who May Apply" and "How to Apply" sections of this job posting.
As a Help Desk Agent, you will play a pivotal role supporting the Office of Vital Records (OVR) and the Minnesota Fathers' Adoption Registry (MFAR). Working within a centralized call center system, this position serves as the frontline for community engagement and is the initial point of contact for internal and external customers who call or email with questions about vital records in Minnesota, access to the Minnesota Registration and Certification System, and MFAR.
Primary responsibilities include:
Provide detailed program information and assistance to members of the public, professional partners, and government agencies about the statewide vital records program and the Minnesota Fathers' Adoption Registry.
Field and respond to customer requests for status on pending orders for certificates, process payment for orders sent via fax or electronically, and take any feedback on complaints or suggestions for improvement.
Communicate the full process cycle of vital events - demographic, health and medical data collection; registration of births, deaths and fetal deaths; natality and mortality data reporting to the National Center for Health Statistics; certificate issuance; and allowable data sharing for state and local public health programs.
Answer questions from vital records partners and provide technical assistance, support, and procedural guidance to users of the statewide vital records system, Minnesota Registration & Certification (MR&C).
Validate credentials and authorize access/MR&C System user accounts.
Advise and participate in quality improvement initiatives and contribute to a culture of continuous process improvement such as acting as the voice of the customer and collaborate with OVR's communication specialist to promote improvements to forms, factsheets, and web content.
This hybrid position is currently eligible for up to 50% telework for applicants residing in Minnesota or in a bordering state within 50 miles of the work location. Telework of up to 50% may be approved based on the needs of the position.
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Minimum Qualifications
One (1) year of experience* in a call center environment or in a government program where support is provided to customers. Experience must include at least 2 of the following:
Assisting and resolving customer concerns.
Providing clear guidance and instructions to customers on available resources, use of systems such as online ordering and information.
Communicating complex legal requirements, processes, and policies in plain language.
Data entry and databased management experience.
Experience with Microsoft Office products including Microsoft Word.
*A degree in a related field such as Business Administration, Communications, Marketing, Public Relations, Psychology, or Sociology may count towards professional experience as follows:
Associates = 6 months
Bachelor's = 12 months
Additional minimum qualifications to be assessed during interview:
Customer service and analytical skills sufficient to identify customers' needs and provide accurate instruction.
Verbal and written communication skills and the ability to communicate effectively, appropriately, and professionally using plain language.
Ability to organize, analyze and interpret data sufficient to identify persistent underlying issues and recommend actions.
Ability to draft correspondence, documents, and reports sufficient to convey complex program and technical information in plain language and proper grammar.
Preferred Qualifications
Knowledge of the Minnesota Department of Health (MDH) programs, policies and procedures and the role of OVR within the department.
Knowledge of state statutes and rules related to the collection and sharing of vital records data, including the Minnesota Government Data Practices Act and Vital Statistics Act.
Experience with the Minnesota Registration & Certification system (MR&C).
Ability to interpret and apply laws, regulations, and information relating to vital records and vital statistics.
Familiarity with health and medical terminology sufficient to assist hospital and clinic staff registering vital events.
Additional Requirements
This position requires successful completion of a background check and employment reference check.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.
