Information Technology Professional

Company Name:
Acts as the service desk support staff who is the primary point of contact for customers; works independently to provide first and second level support to the MSU community for a variety of campus related technical issues including supporting the network, campus Active Directory, university business and student systems; provides event management, incident management, request fulfillment and knowledge management, taking ownership of the life cycle of each ticket; provides consistent, high-performing support for customers and end users via phone, email, contact us forms, chat and face-to-face; provides training and supervision to consulting staff; works with service owners to resolve technical issues; writes technical support documentation; manages and maintains sensitive data in a secure fashion; provides frequent time-critical decisions; demonstrates an exceptional level of customer service and strives to improve customer satisfaction.
Minimum Requirements:
Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an associate's degree in computer technology or information systems, with coursework in an information technology related area; one year of related and progressively more responsible or expansive work experience in an information technology area related to the duties performed as outlined in the job summary; knowledge of Windows and Macintosh operating systems; experience in managing sensitive data; or an equivalent combination of education and experience.
Desired Qualifications:
Independent problem solving experience; strong interpersonal, oral, organizational, customer service, and written communication skills; self-starter with close attention to detail; ability to follow through on tasks, manage/coordinate multiple tasks, and work successfully with a variety of constituencies in an educational institution and business environment; experience in reporting, trend analysis, and technical writing; basic knowledge of virtualized systems; experience in managing students and/or full-time staff; experience in training staff and writing both technical and training documents; experience with ITIL.
All candidates must submit an application and resume through the Michigan State University Human Resources web-based system (MAP). The URL for this website is www.jobs.MSU.edu. Please indicate the position number 9872 when submitting your application.
MSU is an affirmative action, equal opportunity employer.
MSU is committed to achieving excellence through cultural diversity. The university actively encourages applications and/or nominations of women, persons of color, veterans and persons with disabilities.

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