Job no: 1003920
Work type: Support Staff
Pay Grade: 11
Major Administrative Unit / College: Information Technology Services
Department: Msu It Campus It Experience 40000843
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
Working/Functional Title

IT Service Desk Analyst

Position Summary

The MSU IT Service Desk (ITSD) is the single point of contact for the MSU community for communication, coordination, and support of technology at MSU. The ITSD supports all corners of the MSU community, from current students, faculty and staff to alumni, retirees, guests, and affiliates - over 750,000 active and lifelong Spartans supported on more than 650 different technologies. Analysts will provide first-level technical troubleshooting and support and limited functional support for learning management systems and student information systems. The ITSD is open seven days a week, from 7AM to midnight except for University holidays. The team also provides after-hours on-call services available for major service outages and networking incidents. This position reports to a Service Desk supervisor.

The MSU IT Service Desk Analyst position requires candidates/staff to be a resident of the State of Michigan and within a commutable distance to its East Lansing campus. The position is currently considered remote-friendly, but staff may also be required to be onside on a regular basis for scheduled shifts in the future. MSU IT conducts annual renewal of remote work agreements to include on-site, hybrid, or remote work for specific teams, classifications, and contributing roles. Remote work agreements are subject to the terms and conditions set forth by the University’s remote work policy and may be cancelled with at least 30 days advance notice or upon shorter notice in any event where the terms of the agreement are violated or the operational needs of the department or University change.

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 52,000 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.78/

Job will require a set (non-variable) schedule of 8A-5P, 11A-8P, or 3P-12A. Training will take place for first 2 months Monday to Friday 8A-5P or 9A-6P. Schedule may include one weekend day, or may be Monday to Friday, depending on business needs at time of hire. If requested, may be subject to change in future if staffing allows.

Minimum Requirements

Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an Associates 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.

Desired Qualifications

ITIL v4 Foundations certification; HDI Support Center Analyst certification; demonstrated ability to effectively communicate with all levels of technology users and leadership; strong written and verbal communication skills; high level of customer relationship skills; attention to detail; ability to contribute to a high-performing team environment.

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.

Special Instructions

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

Work Hours

Job will require a set (non-variable) schedule of 8A-5P, 11A-8P, or 3P-12A. Training will take place for first 2 months Monday to Friday 8A-5P or 9A-6P. Schedule may include one weekend day, or may be Monday to Friday, depending on business

Description of End Date

This is an off date position funded for 2 Years from date of hire with possible extension contingent upon funding renewal.

Website

https://tech.msu.edu

Remote Work Statement

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.

Bidding eligibility ends November 26, 2024 at 11:55 P.M.

Advertised: Nov 20, 2024 Eastern Standard Time
Applications close: Dec 3, 2024 Eastern Standard Time