Service Desk Analyst / Information Technology Professional
Position Summary
The MSU IT Service Desk (ITSD) is the single point of contact for the user community for communication, coordination, and support of technology at MSU. The ITSD supports all corners of the MSU community, from current students, faculty, and staff to alumni, retirees, guests, and affiliates – over 750,000 active and lifelong Spartans supported on more than 650 different technologies. Analysts will provide first-level technical troubleshooting and support and limited functional support for learning management systems and student information systems. The ITSD is open seven days a week, from 7 AM to midnight except for University holidays. The team also provides after-hours on-call services is available for major service outages and networking incidents.
MSU IT Service Desk Analyst position requires candidates/staff to be a resident of the State of Michigan and within commutable distance to its East Lansing campus. The position is remote-friendly, and staff will also be required to be onsite on a regular basis for scheduled shifts. MSU IT conducts an annual renewal of remote work agreements to include on-site, hybrid, or remote work for specific teams, classifications, and contributing roles. Remote work agreements are subject to the terms and conditions set forth by the university’s remote work policy and may be canceled with at least 30 days advance notice or upon shorter notice in any event where the terms of this agreement are violated or the operational needs of the department or university change, the Service Desk Analyst role is primarily responsible for the following duties:
- Providing first-level support by taking calls and handling the resulting incidents or service requests
- Using the incident management and request fulfillment process, in line with Service Desk objectives and ITIL best practices
- Providing phone, email, and chat support for a wide array of technical issues
- Assisting in remote workstation troubleshooting and classroom support dispatch
- Providing co-worker assistance and periodic in-service training and operational / project meetings.
Michigan State University (MSU) is a top 100 global university located in East Lansing, three miles east of the state’s capitol. The MSU community includes more than 12,000 faculty, academic and support staff, as well as 49,695 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance.
MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.
Diversity, Equity and Inclusion (DEI) are essential elements, vital to the culture MSU Information Technology endeavors to cultivate. This includes providing opportunities and access for all people which incorporate differences of race, age, color, ethnicity, gender, sexual orientation, gender identity, gender expression, religion, national origin, migratory status, disability/abilities, political affiliation, veteran status and socioeconomic background.
Unit Specific Education/Experience/Skills
Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an Associate’s degree; one to three years of related and progressively more responsible or expansive work experience in an enterprise information technology organization; or an equivalent combination of education and experience.
Desired Qualifications
ITIL v3/v4 Foundations certification; HDI Support Center Analyst certification; demonstrated ability to effectively communicate with all levels of technology users and leadership; strong writing and verbal communication skills; high level of customer relationship skills; attention to detail; ability to contribute to a high performing team environment.
Equal Employment Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.
Required Application Materials
Resume and cover letter.
Special Instructions
Please provide three professional references who are knowledgeable of your work.
Work Hours
STANDARD 8-5
Description of End Date
This is an off dated position funded for one year from the date of hire with possible extension contingent upon funding renewal.
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