Provide front-line operational coordination for the “workstation and mobility services” (WMS) function responsible for workstation setup, support, management, and decommission. Works as a team player, triages incoming customer requests, and handles customer escalations. This may include working with university stakeholders to configure, and distribute assets to meet business objectives; tagging, managing, and decommissioning assets over their lifecycles; and/or providing quality workstation and software support to end users as requests/issues/problems are reported.
Communicate with Service Desk manager and team on location of service needed, vacation, and personal time off. Follow work requirements, activities, maintaining job-aids, standard operating procedures, and training documentation. Administer and maintain end user accounts, permissions and access rights. Complete basic job functions in a timely manner, including time entry and vacation scheduling. Provide support for workstations and mobile devices in a complex environment, including MacOS iOS, Windows, and Android operating systems. Maintain best practice documentation for installation, configuration, maintenance and troubleshooting or end user workstation hardware, software and peripheral devices. Participate in training classes and certifications on an as-requested basis. Add encryption on WMS-managed devices for compliance, when necessary Image machines, and support workstation customization efforts in support of department needs.
MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing a two-year college degree program in Computer Science, Information Systems, Business or a related information technology field, with coursework in an information technology specialization related to the area of employment; one to three years of in an information technology area related to the duties to be performed; experience with service desk software; OR a Bachelor's Degree in an information technology specialization related to the area of employment; 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; experience with service desk software; or an equivalent combination of education and experience. Possession of a valid vehicle operator's license.
Experience with imaging, asset management, and backup software: experience working with vendors; experience managing workstations in a complex environment (both Windows and iOS); exceptional customer service values and skills, including ability to successfully resolve conflict constructively and to maintain positive relationship with executive sponsors for customer groups; ability to work collaboratively in a team environment; ability to work under pressure and consistently meet deadlines; curiosity in new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences; ability to isolate, analyze, describe, and resolve complex issues; strong reasoning and problem-solving skills; ability to complete tasks on a timeline; CA Service Desk experience preferred.
Required Application Materials
Resume, Cover Letter
Bidding eligibility ends on 8/13/2019 at 11:55 PM
Internal Number: 596008
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.