Provide front-line operational coordination and support for Residential and Hospitality Services (RHS) technology including workstations (Apple, Linux, and Windows), digital displays, point of sale devices, card readers, security/safety cameras, printers, time clocks, electronic key boxes, and various software specific to the support of MSU RHS. We are looking for a motivated technician who can act as a peer-leader to improve processes, triage incoming customer requests, troubleshoot and fix various technologies, handle projects, and support our student team. This includes working with university stakeholders to design, configure, implement, and maintain assets to meet business objectives, represent both MSUIT and RHS across the university at our locations, and provide high quality technical support to end users as requests/issues/problems are reported.
Successful candidates will be those that are: customer focused, internally motivated, organized, process oriented, life-long learners, and highly effective problem solvers.
• Provide support for workstations, digital displays, and point of sale devices in a complex environment, including iOS, Windows, and Linux operating systems • Provide desktop support for clients via in person; phone calls, responding to emails, or using remote assistance software • Triage incoming requests to optimize incident response and service delivery using ticketing software • Provide complete asset management lifecycle services, including asset discovery, tagging, management, and decommission • Work in SCCM and JAMF to distribute software, updates, and patches for RHS-managed devices • Support a team of IT professionals, including being available on-call to respond to issues or questions as they arise • Assist Tier 1 student techs to resolve issues • Participate in internal IT technical training classes and certifications on an as-requested basis. • Assist users in choice of appropriate hardware and software products • Troubleshoot computer issues of a varying complexity; set up and configure software. • Oversee projects and resources • Engage in process improvement activities, create job-aids, review and improve standard operating procedures and processes, and provide training as needed
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 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 work experience in an information technology area related to the duties to be performed • Customer service experience • Or an equivalent combination of education and experience • Possession of a valid vehicle operator's license
Four (4+) years of related work experience in an information technology area related to the duties to be performed; exceptional customer service values and skills; ability to isolate, analyze, describe, and resolve complex issues; strong reasoning and problem-solving skills; ability to complete tasks on a timeline; experience managing workstations in a complex environment (both Windows, iOS, Linux); experience with supporting various technologies like digital displays, point of sale devices, card readers, security/safety cameras, printers, time clocks, and electronic key boxes; ability to work collaboratively in a team environment; ability to effectively prioritize and consistently meet deadlines; curiosity in new & emerging technologies; desire to implement for the betterment of campus and stakeholder experiences; experience with continuous and process improvement; proven problem-solving abilities; ability to effectively and efficiently research problems; working knowledge of networking principles and AD; experience with device management systems like SCCM and JAMF; experience with applications development, scripting
Required Application Materials
Resume, cover letter
Summary of Physical Demands
This job requires the ability to lift up to 25lbs.; ability to work on a ladder while performing duties; and a willingness to work in ceilings and crawl spaces to place wires and cameras.
Bidding eligibility ends on 12/3/2019 at 11:55 PM
Internal Number: 623679
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.