IT Service Desk Specialist 2

Ferris State University•Big Rapids, MI

7d•Onsite

About The Position

The IT Service Desk Specialist 2 provides daily operational support to the ITS Call Center and oversees student employees assigned to the Call Center. The role includes hands-on training, daily work direction, coaching, task assignment, and operational oversight to help ensure timely, professional, and effective technology support for the University community. The position coordinates IT service requests and administers enterprise system access. Duties include dispatching and routing support tickets, processing new-hire technology requests, administering data security and access requests for Banner, Xtender, and WebFOCUS, maintaining Banner security groups and classes, and coordinating annual access reviews with University data owners. The specialist also provides limited backup technical support for the Walk-Up Desk Technician, Hardware Technician, and Inventory and Asset Specialist to support continuity of IT Solutions Center operations. The role maintains documentation and follows University policies, security requirements, data-governance practices, and applicable laws, while protecting confidential and sensitive information.

Requirements

Associate degree in an appropriate field, or an equivalent number of years of education.
Two years of work experience in customer support or a technology support position.
Demonstrated experience and practical knowledge of Microsoft Office, Windows, web browsers, operating systems, PC hardware operation, and network connectivity troubleshooting.
May be required to obtain the first two levels of Help Desk Institute certifications (HDI-CSR and HDI-CSA or HDI-DST) within 12 months of hire.
Strong customer service and interpersonal skills.
Ability to train, guide, and provide daily work direction to student employees.
Ability to communicate technical information clearly to people with varying levels of technical knowledge.
Strong organizational skills and attention to detail.
Ability to prioritize multiple requests and responsibilities in a service-oriented environment.
Working knowledge of IT service desk and ticket-management practices.
Ability to accurately maintain technical and administrative documentation.
Ability to follow information-security and access-control procedures and appropriately handle confidential and sensitive information.
Ability to work independently and collaborate effectively with IT staff and University departments.
Ability to troubleshoot routine computer hardware, software, account, and technology issues.
Ability to learn and support enterprise administrative systems and security structures.
Ability to identify issues requiring escalation and route them to the appropriate technical or administrative authority.
Demonstrated successful experience working directly with people from diverse cultural, educational, socioeconomic, and life-experience backgrounds.

Nice To Haves

One year of demonstrated work experience with call logging or 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.
Previous computer operations experience in an educational environment.

Responsibilities

Provide daily work oversight and direction for student employees assigned to the IT Solutions Center Call Center.
Train and onboard student employees on Call Center procedures, customer service, ticket documentation, technology support processes, and IT procedures.
Coach and assist student employees, assign and prioritize their work, monitor coverage and procedure adherence, and serve as an escalation resource.
Reinforce professional communication, customer service, documentation, and data-handling expectations; identify training needs and provide supplemental training.
Communicate recurring service issues, concerns, and operational needs to the Director of the IT Solutions Center.
Monitor incoming IT service requests and incidents; review, categorize, prioritize, assign, dispatch, redirect, and escalate tickets as appropriate.
Monitor ticket queues, identify requests requiring follow-up or reassignment, and support consistent ticket documentation and service management practices.
Receive and process authorized data security and access requests for Banner, Xtender, and WebFOCUS.
Create, modify, and maintain Banner security groups and classes in accordance with approved requests and established procedures.
Process access changes for new hires, position changes, transfers, and other authorized requests; maintain related documentation and coordinate with data owners and authorized personnel.
Coordinate annual system access reviews with University data owners, prepare review information, track responses and completion, process approved changes, and maintain audit documentation.
Escalate incomplete access reviews, discrepancies, or questionable access to the appropriate University authority.
Process IT service tickets associated with newly hired employees and coordinate technology, account, access, equipment, and related requests with appropriate IT teams.
Review and route new-hire request components, track unresolved items that could affect onboarding, and maintain accurate service-management records.
Provide limited backup support for student employees when the primary Service Desk Specialist is absent.
Provide backup walk-up support by assisting with routine technology issues, basic troubleshooting, documentation, and escalation as needed.
Assist with defined hardware support activities, including equipment preparation, basic troubleshooting, and device deployment.
Assist with defined technology inventory and asset-management activities, including equipment handling, inventory updates, tracking, deployment, and collection.
Develop and maintain procedures, knowledge articles, training materials, checklists, and other documentation for assigned responsibilities.
Identify process-improvement opportunities in Call Center operations, ticket routing, access management, and student training.
Maintain accurate records, follow IT policies and security and data-governance requirements, and protect confidential, sensitive, and restricted University information.
Carry out responsibilities in accordance with University policies and applicable laws, maintain confidentiality, and contribute to an environment of belonging.
Support, promote, and develop University student enrollment and retention initiatives.
Perform other related duties consistent with the classification and operational needs of the IT Solutions Center.
Lift, move, and relocate computer hardware as required.
Work varied hours as needed based on customer demand and coverage needs.