Service Desk Support Specialist II

MSU Jobs•Starkville, MS

About The Position

A Service Desk Support Specialist II is responsible for the support of faculty, staff, and students in their use of academic, research and administrative computing systems in our MSU academic environment. This position also consults with and advises on software purchases and provides training, information, and documentation to enable users to leverage MSU’s information technology environment in fulfillment of their learning, research, and service activities. This is a customer-focused position that requires commitment to superior customer service, belief in open communication, strong technical skills, and the energy and dedication to remain abreast of the rapidly evolving IT landscape. Salary Grade : 14 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.

Requirements

Bachelor's degree from an accredited college or university with a focus in Information Technology or related field is required.
Minimum of 3 years of combined experience in at least two of the following areas: Computer services, Customer/desktop support, and/or Information Technology Service Management system (ITSM) use and support.
Experience with the support of Windows PC and/or Macintosh OS/application software and Microsoft Office Suite Products.
Experience with the configuration and support of devices on wireless networks.
Any equivalent combination of related experience and/or education may be considered for this position.

Nice To Haves

Master’s degree in an IT-related field
Experience with a high-level programming language
Certification in an IT-related field.

Responsibilities

Manages and resolves information technology problems and issues that arise for students, faculty and staff .
Works with other ITS units in the successful deployment of new applications and systems.
Provides assistance, training, and support on use of various information technology systems.
Works with the appropriate ITS unit to develop support material for distribution to clients.
Installs, configures, and troubleshoots application software on desktop and laptop computers.
Configures and troubleshoots operating systems on desktop and laptop computers.
Works proficiently with and is capable of administrative work with our information technology service management system and telephony system.
Provides best-of-class customer service.
Promotes team cooperation.
Performs other duties as assigned.