Provide front-line operational coordination for the “workstation and mobility services” (WMS) function responsible for workstation setup, support, management, and decommission. Works as a team player, triages incoming customer requests, and handles customer escalations. This may include working with university stakeholders to 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.
WMS is responsible for maintaining security standards on devices issued by WMS, including, but not limited to, antivirus software provisioning, software patching, and encryption configuration. WMS is also responsible for imaging, backup, and restoration services for WMS-managed devices.
• Communicate with WMS manager on location of service needed, vacation, and personal time off.
• Follow work requirements, activities, maintaining job-aids, standard operating procedures, and training documentation.
• Complete basic job functions in a timely manner, including time entry and vacation scheduling.
• Support a team of IT support professionals, including being available on-call to respond to issues or questions as they arise.
• Provide support for workstations and mobile devices in a complex environment, including iOS, Windows, and Android operating systems.
• Participate in internal IT technical training classes and certifications on an as-requested basis.
• Support workstation service requests for WMS-managed entities.
• Provide complete asset management lifecycle services, including asset discovery, tagging, management, and decommission.
• Track and manage all workstation assets issued by WMS.
• Test and distribute regular software updates and patches for WMS-managed workstations
• Add encryption on WMS-managed devices for compliance.
• Image machines, and support workstation customization efforts in support of department needs.
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 equivalent to that which normally would be acquired by completing a two-year college degree program in Computer Science, Information Systems, Business or a related information technology field, 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 an equivalent combination of education and experience.
• Experience with service desk software (CA Service Desk experience preferred)
• Valid driver’s license
Two-plus (2+) years of related work experience in an information technology area related to the duties to be performed; ability to isolate, analyze, describe, and resolve complex issues; strong reasoning and problem-solving skills; ability to complete tasks on a timeline.
Experience with imaging, asset management, and backup software: 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 of campus and stakeholder experiences.
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.
Three professional references knowledgeable of your work.
Bidding eligibility ends on 07/27/2021 at 11:00 pm
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