Position Title:	IT Service Desk Specialist 2
Location:	Big Rapids (Main Campus)
Department:	54200 - IT Solution Center
Advertised Salary:	$21.2019 hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement
FLSA:	Non-Exempt
Temporary/Continuing:	Continuing
Part-Time/Full-Time:	Full-Time
Union Group:	Clerical-Technical Association (MEA-NEA)
Term of Position:	12 Month
At Will/Just Cause:	Just Cause
Summary of Position:	Responsible for working within a team environment to provide timely, effective first level customer support to faculty, staff, students, and the University community in a multi-channel environment. Directs work of specialized teams when needed, and is the customer’s advocate as appropriate.
Position Type:	Staff
Required Education:	Associate degree in computer information science or in an appropriate field.
Required Work Experience:	Demonstrated experience and practical knowledge of software products such as the current version of Microsoft Office and Windows, web browsers, operating systems, PC hardware operation and network connectivity troubleshooting. Two years work experience in customer support.
Required Licenses and Certifications:	May be required to have the first two levels of certifications from the Help Desk Institute (HDI-CSR, and HDI-CSA or HDI-DST), or obtain within 6 months of hire date.
Physical Demands:	Office Environment Carrying Moving Reaching Sitting Twisting Balancing Lifting Pulling/Pushing Repetitive Movement Standing
Additional Education/Experiences to be Considered:	Previous computer operations experience in an educational environment. One year of demonstrated work experience working with call logging/service management software, and providing computer technical customer support. Familiarity with Information Technology Infrastructure Library (ITIL) processes. Experience with Apple computers. Supervisory experience. Experience in an educational environment.
Essential Duties/Responsibilities:	1. Log all customer contacts into the work order management system with clear concise language. Gather information, analyze, and resolve or reassign support inquiries. Ensure proper work order handoff/escalation to appropriate support teams as needed. 2. Assist internal and external customers with various systems, hardware, and software applications. Attempt to resolve customer concern by guiding customers through troubleshooting steps based on knowledge and training, best judgment, and established documented instructions, or by providing explanation and interpretation of departmental and University policies and procedures. Assist faculty, staff and students by resetting passwords, or troubleshooting account issues in various systems. Use remote management technology tools as appropriate to resolve customer issues, including installing patches, updating software, as well as running demonstrations. 3. Use the best practices of customer service while interacting with customers via phone, email, remote tools, chat, and/or in person. 4. Perform work duties according to the campus and department policies, procedures, standards and guidelines. Strive to meet departmental service management and individual performance goals. 5. Keep management informed of trends, significant issues, and expected delays. Be the customer’s advocate as appropriate. 6. Keep customers informed of progress on issues that cannot be resolved on first contact. 7. Work with university staff to efficiently deploy resources in IT emergency level situations. 8. Provide supervision, training, and mentoring to student employees and encourage them to follow proper procedures and utilize resources available to them. Assist them in learning new skills. 9. Take an active role in meetings, committees, projects, and outside professional groups as requested or assigned. 10. Assist in the development and management of documentation, training materials, procedures and policies. 11. Assume the additional tasks of team coordinator for department when other immediate supervisory staff is not available for urgent matters. 12. May be assigned some of the duties of the ITS Service Desk Specialist Level I as needed. 13. May also perform deskside support at customer locations for employee training purposes and for workload assistance in second level support areas. 14. Stay informed of technology advancements, especially those that will assist with providing quality support of customers. 15. Achieve and maintain industry standard certifications as required and participate in required training for both technical and interpersonal skills. 16.Access Management that when needed, requires working closely with Data Owners to implement changes to security classes and forms assigned to individual users as determined by the Data Owners. 17. Access Management that when needed, requires working closely with Cyber Security and Data Owners on the auditing of the security classes and forms to ensure accuracy. Implement any changes required as determined by Cyber Security and the Data Owners. 18. Demonstrates an understanding of diversity, equity, and inclusion, especially in working relationships with students, faculty, staff and community members. 19. Any other duties assigned within the position classification area.
Marginal Duties/Responsibilities:	1. Lift, move and relocate computer hardware. 2. May need to work varied hours depending on customer demand and coverage needs.
Skills and Abilities:	1. Analyze and resolve computer problems. 2. Express technical information and procedures in a clear and effective way both over the phone, in person and in writing. 3. Interact positively and effectively with a diverse group of staff, University and community population to assess the customer needs. 4. Follow customer service standards and procedures. 5. Document work in progress. 6. Learn and adapt to changing technological advances. 7. Effectively work in a team with support staff and technicians. 8. Work in a sometimes stressful environment with tact and diplomacy. 9. Apply the rules of proper grammar, spelling and punctuation. 10. Use a variety of software systems and be able to train others on how to use them. 11. Work independently, use sound judgment 12. Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
Required Documents:	Cover Letter Resume Unofficial Transcript
Optional Documents:
Special Instructions to Applicants:	Transcript 1 (REQUIRED): Applicants must attach a copy of unofficial transcript of Associate degree in computer information science or in an appropriate field. Transcript must include: Institution name, applicant name, date degree attained, degree awarded. Finalist will be required to submit an official transcript.
Initial Application Review Date:	August 5, 2022
Open Until Position is Filled?:	Yes
Posting Close Date:
EEO Statement:	Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence. Learn more about the Ferris Mission and community at ferris.edu. The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups. For more information on the University’s Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.

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