IT Service Desk Analyst — End-User Support (Hybrid)

MSU - Michigan State University; East Lansing, Northern (MI, KY); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health care

Prescription coverage

Dental coverage

Retirement plan

Course fee courtesy

Educational assistance

Job summary

Michigan State University (MSU) is seeking an RHS IT Service Desk Analyst to provide frontline IT support to over 5,000 end users across a broad range of services. The position starts fully on-site and may transition to a hybrid schedule after onboarding and a probationary period.

You will respond to inquiries via phone, chat, tickets and remote access; escalate complex issues; create and maintain knowledge base documentation; and monitor service metrics while coordinating with RHS IT teams.

Qualifications

• Strong customer service, communication and organizational skills.
• Associates degree or higher with IT-related experience.
• IT knowledge or experience in service desk preferred.

Responsibilities

• Provide frontline IT support via phone, chat, tickets and remote access.
• Escalate complex issues to appropriate resources.
• Create and maintain knowledge base documentation and support materials.
• Monitor and report on key performance indicators and QA metrics.
• Coordinate RHS IT communications for issues/outages and status updates.
• Assist with software/licensing management and device monitoring.
• Manage ticket queue and collaborate with RHS IT units.

Skills

Customer service

Communication

Organizational skills

Education

Associates Degree

Bachelor's degree

Job description

Michigan State University (MSU) is seeking an RHS IT Service Desk Analyst to provide frontline IT support to over 5,000 end users across a broad range of services. The position starts fully on-site and may transition to a hybrid schedule after onboarding and a probationary period.

You will respond to inquiries via phone, chat, tickets and remote access; escalate complex issues; create and maintain knowledge base documentation; and monitor service metrics while coordinating with RHS IT teams.