The primary Service Desk Analyst role is that of providing first-level support through 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. Specific responsibilities inherent to the role include providing co-worker assistance; classroom support dispatch; periodic walk-in support; phone, email, and chat support; abuse email support; periodic meeting and professional development participation; remote workstation troubleshooting; periodic in-service training. Working hours are variable.
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.
The working hours may be standard, nonstandard, morning, or afternoon shifts (they'll either be Sun-Th, M-F, or Tu-Sat, with working hours of 8:00 a.m. – 5:00 p.m., 11:00 a.m. – 8:00 p.m., 1:00 p.m. – 10:00 p.m., or 3:00 p.m. – 12:00 a.m.).
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 in computer technology or information systems, with coursework in an information technology specialization related to the area of employment; 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 bachelor's degree in computer technology or information systems, with coursework in an information technology specialization related to the area of employment; 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.
ITIL v3/v4 Foundations certification; HDI Support Center Team Lead or Support Center Analyst certifications; bachelor's degree in information systems, or related field; more than two years work experience in an enterprise IT organization; demonstrated ability to effectively communicate with all levels of technology users and leadership; strong writing and verbal communication skills; experienced in MSU technology environment and Service Desk ticketing management software; excellent troubleshooting skills; demonstrate a high level of customer relationship skills to include professional telephone etiquette, interpersonal, and customer service focus; attention to detail; ability to contribute to a high performing team environment.
Required Application Materials
Resume, cover letter, certifications
All applicants should apply for all three postings (#619336, 619451 and 622665).
Sun-Th, M-F, or Tu-Sat, with working hours of 8:00 a.m. – 5:00 p.m., 11:00 a.m. – 8:00 p.m., 1:00 p.m. – 10:00 p.m., or 3:00 p.m. – 12:00 a.m.
Bidding eligibility ends on 12/3/2019 at 11:55 PM
Internal Number: 622665
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.