Service Desk Support Specialist I

Position Function:

A Service Desk Support Specialist I is responsible for assisting students, faculty, and staff with comprehensive information technology support and training oriented toward our MSU academic environment. This position also assists with recommendations for configuration and training, integration with other systems and compliance with university policies and procedures. This is a customer focused position that requires a strong sense of urgency, open communication, computer technical skills, customer service skills and the aptitude to learn and teach the integration of various information technology systems within our educational environment.

Salary Grade:  13

Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges.  For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.

Essential Duties and Responsibilities:

1. Manages and/or resolves clients' information technology problems and issues:
a. Monitors appropriate queue for tickets assigned.
b. Communicates with superiors regarding issues such as the following:
i. Issues requiring approval.
ii. Issues of an urgent nature that require assistance.
iii. Issues of a unique nature to determine how to resolve.
c. Regularly communicates with clients regarding issues.
d. Troubleshoots and resolves problems efficiently and in a timely manner which may require working beyond the normally scheduled work hours.
e. Provides coordination with secondary support if necessary and closes tickets when problems are resolved to clients' satisfaction.

2. Assist with developing support material for distribution to MSU clients:
a. Assist with developing examples.
b. Assist with developing materials utilizing a variety of media.

3. Skilled in installation and troubleshooting of Windows and Macintosh operating systems:
a. Experience with multiple versions of Windows and Mac operating systems.
b. Analytical skills to troubleshoot operating system problems.
c. Initiative to learn features of the latest operating system versions.

4. Provide operational assistance and training on various MSU information technology systems.
a. Answer questions regarding the use and configuration of systems.
b. Manage various accounts.
c. Work with clients to provide systems training when applicable.

5. Remains current on information technology issues related to an academic environment.
a. Read IT related publications.
b. Evaluate new technology.

6. Provide good customer service.
a. Respond in an appropriate and timely manner to client's problems/issues.
b. Be readily available via all means of Service Desk contact.
i. Phone
ii. Electronic
iii. Face-to-face
c. Communicate the status of issues with clients, team members, and upper management.

7. Skilled in the configuration and support of Service Desk core services:
a. Distribution of university licensed software.
i. Understand the software distribution process from both technical and non-technical perspectives.
ii. Installation knowledge.
iii. Extensive understanding of the software.
b. Wireless network client configuration.
c. Enterprise software system assistance.
d. Malware removal assistance for ITS supported clients.
e. Mobile email assistance.

8. Proficient in use of incident management systems.
a. TeamDynamix ITSM system .
b. Automated call distribution (ACD) phone system.

9. Performs miscellaneous job-related duties as assigned.

Minimum Qualifications:

Bachelor's degree in Information Technology or related field AND one year of customer/desktop support.

Any equivalent combination of related experience and/or educational training approved by the Human Resources Department is allowed for the minimum educational requirement.

Preferred Qualifications:

N/A

Knowledge, Skills, and Abilities:

• Excellent interpersonal and customer service skills.
• Ability to handle multiple tasks throughout the day with minimum supervision.
• Self motivated.
• Skilled in the removal of malware and viruses.
• Skilled in the configuration of mobile devices including WiFi, VPN, and