RHS IT Service Desk Analyst / Information Technology Professional
About The Position
The Residential and Hospitality Services (RHS) IT Service Desk provides first level IT support to over 5,000 end users across a broad range of technical areas and services. This position will start fully on-site and potentially transition to a hybrid working schedule after on-boarding and a probationary time period. Michigan State University (MSU) is ranked #30 among public universities and #63 overall in U.S. News & World Report’s America’s Best Colleges 2025. 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 51,000 students. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement. All positions in RHS are designated as critical status. In the event of a university closure, modification, or suspension of operations due to snow or other emergency conditions, you will be expected to make all reasonable attempts to report to work as scheduled for the duration of the closure/suspension. If you have an approved remote work agreement to work a portion of your normally scheduled work hours remotely, you may be called upon to work on-site to serve the MSU community. If you have a permanent, on-going, and/or pervasive condition that may impede your ability to work on-site, please contact the Resource Center for Persons with Disabilities (RCPD) at rcpd.msu.edu/get-started .
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 work experience in an information technology area related to the duties to be performed; 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.
Nice To Haves
- Strong customer service, organizational and communication skills.
- Associates or Bachelor's degree.
- Formal training or certifications in ITIL or other applicable certifications.
Responsibilities
- Front line user support via phone, chat, service tickets and remote access.
- Escalation of complex issues to appropriate resources.
- Create and maintain internal and external knowledge base documentation.
- Maintain metrics for key performance indicators and quality assurance tracking.
- Initiate RHS IT communications for issues/outages and maintain status page alerts.
- Assist with software/licensing management and device monitoring.
- Ticket queue management and coordination with other RHS IT units for updates.
Benefits
- health care, prescription, and dental coverage
- a base retirement program with a University matching contribution
- basic life insurance
- educational benefits including a course fee courtesy program and educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
