Service Desk Administrator

State of Michigan•Lansing, MI

5d•Onsite

About The Position

This is an at-will, nonpartisan position in the Senate Business Office (SBO). The SBO oversees the general administrative operations of the Michigan Senate and includes the Facilities & Services, Finance, Human Resources, Office of the Director, Senate Information Services, and Senate Police departments. Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service Desk Administrator acts as the primary escalation contact for the Service Desk Analysts. The Service Desk Administrator also provides end user support, manages user access, and integrates Active Directory with identity management systems ensuring it is in sync with other directories. The Service Desk Administrator provides formal classroom instruction and informal one-on-one training on computer software. The Service Desk Administrator prepares training materials, including revisions to existing documentation and creation of new documentation.

Requirements

Three years or more of related personal computer software experience and/or software instruction training required
Three years or more of user support preferred, performing activities that correspond to listed qualifications
Experience working in a team-oriented, collaborative environment
Advanced knowledge of Microsoft Office 365, including Word, Excel, Outlook, OneDrive, SharePoint, and Teams
Knowledge of workstation operating system support consisting of Windows 11 and client software
Knowledge of Android and iOS mobile device operating systems
Excellent interpersonal skills, with a focus on listening and questioning skills
Excellent documentation skills
Ability to teach introductory through advanced classes on Windows 11, Microsoft Office 365, Internet access and navigation techniques
Ability to communicate well with others, both orally and in writing
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical end users
Ability to work cooperatively with information and development analysts to solve problems
Ability to prioritize multiple tasks in a fast-paced environment and work within time frames that may be rigid or subject to change on short notice
Ability to work in a professional and nonpartisan manner
Ability to work outside of prescribed work hours when necessary
Ability to develop and maintain good working relationships with legislators and other elected officials, staff, vendors, and other agencies

Nice To Haves

Associate Degree in a related technical field or professional certification on applicable software packages supported at the Michigan Senate preferred
Other combinations of education and experience will be evaluated on an individual basis

Responsibilities

Manages customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement, and serving as a professional communication channel between end users and SIS
Provides end user support and user access management
Triages service requests and incidents appropriately, using ITIL methodology in the ITSM tool
Provides first call resolutions, doing appropriate troubleshooting when possible and escalates as necessary
Provides advanced technical and troubleshooting assistance related to computer hardware and software, and other tech tools and products
Integrates Active Directory with identity management systems within various software applications, ensuring Active Directory is in sync with other directories
Maintains access control lists, security groups, permissions, and structure of current on-premises mapped drives and/or cloud file shares
Creates and maintains scripts that automate the end user lifecycle, including Human Resources Information Systems (HRIS) integration
Manages all aspects of the end user lifecycle, including account access and mail forwarding
Evaluates AD and OS administrative tasks performed by Service Desk and Technical Service staff and develops automated procedures to reduce steps, eliminate redundancy, and foster standardization
Coordinates with Human Resources to maintain a current and accurate end user listing in Active Directory
Monitors all relevant automations to ensure continuous operation; troubleshoots and resolves issues
Develops new ways to automate routine tasks
Researches acute technical problems such as inconsistent email retention, cluster communication failures, and public folder replication issues
Assists and trains Service Desk Analysts in areas of advanced troubleshooting
Provides cross functional tier one and tier two to process service requests and issues
Develops and maintains accurate and relevant Service Desk knowledge documents
Identifies problems, incidents, and requests correctly; then categorizes and prioritizes them in the ITSM tool
Seeks knowledge and education to improve Service Desk competence and improve first call resolution
Ensures tickets are resolved following approved procedures
Coordinates ticket escalations, outages, and other technical communications to affected end users
Provides on-site technical assistance on the Senate Chamber floor during Session
Advises on written and interactive training materials and technology tip sheets; prepares new training materials and reviews existing documentation for revisions and updates
Evaluates new or upgraded versions of software and produces written reports on user functionality
Assists in maintaining an inventory of IT hardware and software assets
Provides computer onboarding for new employees to familiarize them with Senate-related applications and sites
Participates in special projects as assigned
Performs other duties as assigned by the Service Desk Supervisor or IT Operations Manager