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.
Required Application Materials
Resume and Cover Letter
Special Instructions
Provide three professional references
Work Hours
STANDARD 8-5
Website
tech.msu.edu