Hybrid IT Service Desk Analyst - First-Line Support

MSU Careers Recent Jobs; East Lansing (MI); On-site; USD 40,000 - 55,000; Full time

Job summary

Michigan State University (MSU) is seeking an RHS IT Service Desk Analyst to provide frontline IT support for over 5,000 end users on-site, with potential hybrid work after onboarding. You will handle phone, chat, and ticket-based assistance, escalate complex issues, and maintain knowledge bases.

The role requires strong customer service and communication skills, with an Associates or Bachelor's degree preferred and ITIL training or certifications beneficial.

Qualifications

• Knowledge of IT service management practices and basic IT skills.
• Experience with help desk tools and ticketing systems.
• Associates or Bachelor’s degree required.

Responsibilities

• Provide frontline IT support via phone, chat, service tickets and remote access.
• Escalate complex issues to appropriate resources.
• Create and maintain knowledge base documentation.
• Maintain metrics for KPIs and quality assurance tracking.
• Coordinate with RHS IT units and manage ticket queues.

Skills

Customer service

Organization

Communication

ITIL knowledge

Education

Associates or Bachelor's degree

Tools

ITIL Certification

Job description

Michigan State University (MSU) is seeking an RHS IT Service Desk Analyst to provide frontline IT support for over 5,000 end users on-site, with potential hybrid work after onboarding. You will handle phone, chat, and ticket-based assistance, escalate complex issues, and maintain knowledge bases.

The role requires strong customer service and communication skills, with an Associates or Bachelor's degree preferred and ITIL training or certifications beneficial.