Computer Support Specialist III

This position is not eligible for sponsorship.

The Computer Support Specialist delivers IT support across multiple channels (phone, tickets, walk‑ins, and field visits) for MSU’s RED Core Facilities and their IT environments. This role resolves incidents, service requests, and provides deskside support for endpoints, software, research facility workflows, and instrumentation as needed. The Support Specialist builds strong customer partnerships by combining excellent service with proactive engagement to understand and document the Core Facilities’ needs and environments.

• Triage and resolve incidents and requests via phone, ticketing system, chat, and walk‑in support; elevate to appropriate UIT units per established procedures as needed.
• Provide clear, timely updates and follow through to closure, maintaining strong customer satisfaction.
• Communicate service advisories, planned/unplanned outages, and status updates to customers and IT peers.

• Perform deskside troubleshooting for computers (Windows, macOS, and Linux), mobile devices, software, and complex technical instrumentation as needed.
• Support endpoint imaging, reimaging, configuration, and deployment using UIT approved tools and standards.
• Design, propose, implement, troubleshoot, and support research data workflows.
• Regularly perform site visits to ensure the operability and appropriate configuration of Core Facility IT environments.
• Provide support for device setup, basic hardware swaps, and on‑site issue resolution. Includes planning service schedules for equipment which cannot be transported.
• Assist with basic hardware repairs and part replacements within scope and vendor guidance.

• Assist with identity and access tasks (e.g., password resets, MFA guidance, access requests) following UIT policies.
• Support O365/Exchange, Teams, common productivity suites, and enterprise file and collaboration tools.
• In partnership with system administrators, support and facilitate the use of university research IT services including data storage, transfer, and compute platforms.
• Troubleshoot client‑side connectivity (wired/wireless), VPN, and resource access issues; perform basic IP/client configuration checks.
• Work closely with Sys Admins and RCI to make sure that Core Facilities are aware of central services available to facilitate their work and coordinate implementation of appropriate solutions.
• Identify technical challenges and opportunities, and coordinate finding and implementing appropriate solutions to improve stability, data integrity, and security of Core Facility processes.

• Document the IT environments and workflows of the RED Core Facilities and maintain knowledge‑based articles and self‑help content (KCS aligned practices).
• Use enterprise ticketing and endpoint management tools in accordance with UIT standards and data handling policies.
• Identify recurring issues; suggest knowledge updates or process improvements to reduce repeat incidents.

• Promote and follow security best practices under the guidance of the Enterprise Security Group.
• Support basic vulnerability remediation steps on endpoints per UIT standards (e.g., patching, configuration baselines).
• Work across IT groups to coordinate solutions to complex research facility and equipment needs and challenges in an enterprise environment.
• Handle customer and institutional data in accordance with applicable policies, standards, and regulations.
• Act as the primary liaison between Core Facility researchers and staff and UIT peers; hand off/escalate issues as needed cleanly with clear documentation.
• Maintain currency with UIT service offerings, support resources, and organizational changes.
• Communicate organizational changes with Core Facility staff in a timely and proactive manner and support implementation. Includes advocating for Core Facilities during planning stages. Represent MSU and UIT in a professional, courteous manner.

• Experience providing technical support in a…