Messaging Engineer / Information Technologist II at MSU Information Technology

University of the District of Columbia; East Lansing (MI); Hybrid; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking institution as a Collaboration Technologies Specialist, where you'll empower a diverse community of IT customers through exceptional support of Microsoft collaboration tools. In this dynamic role, you will leverage your IT customer support experience to troubleshoot and optimize systems, ensuring seamless communication and collaboration across the university. This position offers the flexibility of remote work, allowing you to thrive in a virtual environment while collaborating closely with a dedicated team. If you're passionate about technology and eager to make a meaningful impact, this is the perfect opportunity for you!

Qualifications

• 3-5 years of experience in IT support for enterprise systems.
• Knowledge of Microsoft collaboration technologies and troubleshooting.

Responsibilities

• Provide exceptional IT customer support and resolve technical issues.
• Triage and route IT collaboration tool requests efficiently.
• Develop collaborative relationships with technical contacts across campus.

Skills

IT customer support

problem-solving

technical troubleshooting

communication skills

creative problem-solving

Education

Bachelor's degree in Information Technology

Tools

Microsoft PowerShell

Office 365 Admin Center

Microsoft Active Directory

Microsoft Azure Active Directory

Microsoft Teams

Zoom

Job description

The MSU IT Messaging and Collaboration Team welcomes applications for a Collaboration Technologies Specialist who will help the team continue to provide excellent Collaboration Tools support to MSU IT's 100,000+ IT customers. The MSU IT Messaging and Collaboration team is responsible for providing infrastructure, services, and user support for all MSU core collaboration technologies including Office 365 Exchange, Teams, LISTSERV, Microsoft Active Directory user and group administration, OnPrem Exchange, on-campus email routing services, and SharePoint/OneDrive.

This role will report to the MSU IT Messaging and Collaboration Team Manager and will complete customer service requests for new collaboration solutions, provide advanced troubleshooting support to MSU IT customers, and consult with IT staff across the university to optimize the systems and services the team manages. This position's primary goal will be to empower MSU's IT customers to use MSU collaboration tools to successfully serve the missions of the University. This role will also assist with maintaining MSU’s OnPrem Exchange environment and administering LISTSERV.

This position is a great opportunity for those with current IT customer support experience who want to become more specialized in a systems role with a focus on Microsoft collaboration technologies, Microsoft Exchange Server, and LISTSERV.

The successful candidate will work with MSU IT customers over the phone, MS Teams, Zoom, and via email to assess, troubleshoot, analyze, and document problems and tech needs and then devise a solution that meets or exceeds customer requirements. Customers include MSU faculty/staff/students, MSU community affiliates, and federated IT staff located across campus and throughout Michigan. The candidate in this role will have the opportunity to learn or grow from teammates by mentorship in the areas of PowerShell and Microsoft Graph scripting, Team Dynamix SaaS fulfillment of customer requests, collaboration systems upgrade projects, email security incident handling, cloud services administration, and some Windows and Linux server administration.

This position will be primarily or entirely a remote work position, and the successful candidate will thrive in an environment where Microsoft Teams and other collaboration tools are used to synthesize the mentorship and teambuilding of an in-person work environment while allowing for the independent self-direction of remote work.

Primary responsibilities include:

• Provides exceptional IT customer support by independently working with customers to analyze, identify, and solve challenging technical issues.
• Ensures timely and high-quality resolution of all issues by communicating customer expectations, devising problem scope, troubleshooting, and implementing problem resolutions. Takes responsibility for requests and escalates customer requests to others as appropriate.
• Serves the team as one of the first line reviewers who will triage and route time-sensitive IT collaboration tools request and incident handling to the proper teammates or IT groups.
• Uses patience, empathy, and positive customer service skills to assist and coach customers of diverse backgrounds and skill levels who need help working through technical problems.
• Completes standard & procedural daily ticket requests for shared mailboxes, distribution groups, Microsoft Teams groups, and other standard customer requests.
• Troubleshoots uncommon problems. Communicates clearly with customers to gather and summarize complex customer problem summaries into service request forms, then troubleshoots those to resolution.
• Assesses complex customer requests and works through them with structured and meticulous troubleshooting steps to determine underlying technical or user factors.
• Uses extended logging tools to analyze mail client and mail flow issues, including PowerShell, Microsoft Fiddler, MFCMAPI, Defender for Cloud App Security Logs, procmon, and other tools.
• Uses creative problem-solving to find satisfactory solutions to multifaceted customer requests when no exact product may provide the exact desired outcome, then presents these to the customer.
• Delivers successful interpersonal, verbal, and written communications; analyses; and presentations including authoring technical training and knowledgebase articles.
• Thrives in a flexible and virtual team environment with minimal supervision, and where collaboration with teammates and customers requires utilizing telephone, email, Microsoft Teams, and other virtual communication tools. Excels at self-management of time, priorities, and projects.
• Develop collaborative relationships with technical contacts or lead architects in IT teams across campus.

Minimum Requirements:

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program with coursework in an information technology specialization related to the area of employment; three to five years of related and progressively more responsible or expansive work experience supporting enterprise systems; or an equivalent combination of education and experience.

Desired Qualifications:

• Hands-on experience working with Microsoft PowerShell, the Office 365 Admin Center, Microsoft Active Directory and/or Microsoft Azure Active Directory.
• Microsoft Certified Solutions Expert (MCSE) or other certifications that enhance a role as a systems administrator.
• Experience focusing on large or complex Enterprise class infrastructures requiring creative and complex solutions.
• Experience providing IT solutions within a large academic environment.
• Interest and curiosity to learn new technologies.

Equal Employment Opportunity Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials:

Resume

Please provide three professional references who are knowledgeable of your work.

Please submit one letter of recommendation or appreciation written in the past 2 years from a current or past manager, IT customer, or teammate.

Work Hours:

STANDARD 8-5

Website:

https://tech.msu.edu

Remote Work Statement:

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.