UIT Support Specialist

Position Information

Announcement Number: STAFF - VA - 26354

Position Numbers: 4M1677, 4M0530, 4M0454

Department: UIT USG Service Desk

Division: VP for Information Technology

Appointment Type:
Classified

FLSA:
Non-Exempt

Union Affiliation: FOCUS-MFPE

FTE: 1.0

Salary: $23.00 to $25.25 per hour, commensurate with experience, education, and qualifications

The UIT Support Specialist provides comprehensive technical support to the MSU community through phone-based intake, ticket processing, and deskside assistance. The position resolves a wide range of technical issues involving computers, mobile devices, software applications, operating systems, printing, network connectivity, and account or identity access. The technician applies ITSM-aligned practices for managing incidents and service requests, contributes to knowledge resource development, and supports security best practices in coordination with the Enterprise Security Group.

• Triage and resolve incidents and requests via phone, ticketing system, chat, and walk‑in support; escalating as needed per established procedures.
• Provide clear, timely updates and follow‑through to closure, maintaining strong customer satisfaction.

• Perform deskside troubleshooting for workstations, laptops, mobile devices, and peripherals (Windows/macOS).
• Support endpoint imaging configuration and deployment using UIT approved tools and standards.
• Resolve common printing issues (driver, queue, connectivity) and assist with printer installs and maintenance coordination.
• In coordination with the UIT VDI team support virtualized computer labs: device setup, image refresh, basic hardware swaps, and onsite issue resolution.
• 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, group membership requests) following UIT policies.
• Support M365, Teams, common productivity suites, and enterprise file storage and collaboration tools.
• Troubleshoot client‑side connectivity (wired/wireless), VPN, and resource access issues; perform basic IP/client configuration checks.

• Contribute to and maintain knowledge base 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).
• Handle customer and institutional data in accordance with applicable policies, standards, and regulations.

• Experience providing technical support in a networked, enterprise, or higher education environment, or an equivalent combination of education and experience.
• Hands‑on experience supporting Windows and macOS endpoints, mobile devices, and commonly used software and productivity applications, including Microsoft 365.
• Demonstrated ability to deliver high‑quality customer service across phone, ticketing, and in person interactions, with proficiency using remote support tools.
• Familiarity with core services and concepts such as Active Directory/Azure AD, email configuration, file sharing, wireless connectivity, VPN, and basic client‑side networking.

• Experience with enterprise endpoint management platforms such as Intune, MECM, Jamf, or comparable tools.
• Training or certifications related to IT service management (e.g., ITSM/ITIL) or knowledge management frameworks such as HDI KCS.
• Experience in higher education and/or enterprise IT environments.
• Experience in service desk operations, including intake workflow, escalation practices, incident or request processes, and fundamental security principles.
• Experience…