This position will provide desktop support for all IQ Personnel and assist with an IT related activities for educational and research for IQ. Provide front-line operational coordination for the “workstation and mobility services” (WMS) function responsible for workstation setup, support, management, and decommission. Acts as a peer-leader to improve processes, coordinate and direct work of peers within team, triages incoming customer requests, and handles customer escalations. This may include working with university stakeholders to design, purchase, configure, and distribute assets to meet business objectives; tagging, managing, and decommissioning assets over their lifecycles; and/or providing quality workstation support to end users as requests/issues/problems are reported.
Job duties include but are not limited to: • Provide desktop support for all IQ related personnel • Liaisons with MSU IT and IQ on any programming, application development and hardware support for IQ Staff • Works with the Infrastructure, Application Development, Security, Research, Data & Analytics teams with MSU IT that all the needs of the IQ team are satisfied. • Further development of IQ portal (including forms, routing, expansion of lab sites, etc.) • Triage incoming requests and make assignments to staff to optimize incident response and service delivery, including monitoring project resource commitments. • Consult/Investigate/ Follow up on all the data storage related needs of the IQ personnel. Work with the MSU IT Infrastructure teams to ensure data storage related needs are met. • Lead process improvement activities, maintaining job-aids, standard operating procedures, and training documentation.
The successful candidate will be fluent in PC, MacOS, and Linux operating systems; have basic knowledge of software commonly used in biology, engineering, math, statistics, and computer science; experience with data and data integrity; and expertise in campus networking and networking infrastructure.
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.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in computer science, information systems, business or related information technology field, with coursework in an information technology specialization related to the area of employment; three to five years 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.
Highly motivated self-starter with the ability to successfully execute deliverables with high-level guidance who can flourish in a fast-paced collaborative atmosphere. Must have strong technical and problem solving skills including the ability to troubleshoot problems in order to identify business requirements and resolve all first level desktop support for all users. Possess strong written and verbal communication skills including the ability to communicate technical concepts to non-technical personnel. A strong commitment to providing exceptional customer service. Expert experience in Microsoft, Sharepoint.
Experience working with vendors; experience managing workstations in a complex environment (both Windows and iOS); exceptional customer service values and skills, including ability to successfully resolve conflict constructively and to maintain positive relationship with executive sponsors for customer groups; ability to work collaboratively in a team environment; ability to work under pressure and consistently meet deadlines; curiosity in new & emerging technologies, with a desire to implement for the betterment or campus.
Required Application Materials
Please submit a cover letter, CV, names and contact information of five references.
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