RHS IT Service Desk Analyst / Information Technology Professional

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

Working/Functional Title

RHS IT Service Desk Analyst

Position Summary

The Residential and Hospitality Services (RHS) IT Service Desk provides first level IT support to over 5,000 end users across a broad range of technical areas and services. This position will start fully on-site and potentially transition to a hybrid working schedule after on-boarding and a probationary time period.

Reporting to the RHS IT Service Desk and Access Team Manager, the RHS IT Service Desk Analyst will primarily perform the following duties:

• Front line user support via phone, chat, service tickets and remote access.
• Escalation of complex issues to appropriate resources.
• Create and maintain internal and external knowledge base documentation.
• Maintain metrics for key performance indicators and quality assurance tracking.
• Initiate RHS IT communications for issues/outages and maintain status page alerts.
• Assist with software/licensing management and device monitoring.
• Ticket queue management and coordination with other RHS IT units for updates.

Michigan State University (MSU) is ranked #30 among public universities and #63 overall in U.S. News & World Report's America’s Best Colleges 2025. Located in East Lansing, three miles east of the state’s capitol, the MSU community includes more than 12,000 faculty, academic and support staff, as well as over 51,000 students. MSU offers an extensive benefits package to its employees including health care, prescription, and dental coverage, and a base retirement program with a University matching contribution, as well as basic life insurance. In addition, MSU offers educational benefits including a course fee courtesy program and educational assistance.

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.

All positions in RHS are designated as critical status. In the event of a university closure, modification, or suspension of operations due to snow or other emergency conditions, you will be expected to make all reasonable attempts to report to work as scheduled for the duration of the closure/suspension. If you have an approved remote work agreement to work a portion of your normally scheduled work hours remotely, you may be called upon to work on-site to serve the MSU community. If you have a permanent, on-going, and/or pervasive condition that may impede your ability to work on-site, please contact the Resource Center for Persons with Disabilities (RCPD) at rcpd.msu.edu/get-started.

Minimum Requirements

Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an Associates Degree; one to three years of related work experience in an information technology area related to the duties to be performed;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; or an equivalent combination of education and experience.

Desired Qualifications

• Strong customer service, organizational and communication skills.
• Associates or Bachelor's degree.
• Formal training or certifications in ITIL or other applicable certifications.

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.

Work Hours

STANDARD 8-5

Website

tech.msu.edu

Bidding eligibility ends October 6, 2026 at 11:55 P.M.