Service Desk Analyst/ /Information Technology Professional

Back to search results Apply now Job no:960737
Work type:Support Staff
Pay Grade: 11
Major Administrative Unit / College: Information Technology Services
Department: Msu It Office Of The Acio 40000401
Sub Area: AP- Professionals
Salary: Salary Commensurate with Experience
Location:East Lansing
Categories:Information Technology, Administrative Professionals- AP, Full Time (90-100%), Union, Remote-Friendly

Service Desk Analyst

The Student Life and Engagement (SLE) IT Service Desk provides first level IT support to over 5,000 end users across a broad range of technical areas and services. This position is a part of a hybrid work team and will start fully on-site and transition to a hybrid working schedule after on-boarding and a probationary time period.

Reporting to the SLE IT Service Desk and Access Team Manager, the SLE IT Service Desk Analyst will primarily perform the following duties:

• Front line user support via phone, chat, service tickets and remote access.
• Escalation of complex issues to appropriate resources.
• Create and maintain internal and external knowledge base documentation.
• Maintain metrics for key performance indicator and quality assurance tracking.
• Initiate SLE IT communications for issues/outages and maintain status page alerts.
• Assist with software/licensing management and device monitoring.
• Ticket queue management and coordination with other SLE IT units for updates.

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 over 51,000 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.

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 information technology area related to the duties to be performed OR a Bachelors Degree; up to six months of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; or an equivalent combination of education and experience.

Associates or Bachelor's degree. Formal training or certifications in ITIL or other applicable certifications. Strong customer service, organizational and communication skills.

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.

Resume and Cover Letter

Please provide three professional references who are knowledgeable of your work.

STANDARD 8-5

https://tech.msu.edu

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Advertised:Jun 19, 2024 Eastern Daylight Time
Applications close:Jul 2, 2024 Eastern Daylight Time