Desktop Support Specialist III - Internal Only

Desktop Support Specialist III

A Desktop Support Specialist III is responsible for all desktop support issues for MSU's President, Provost, and Executive Departments in addition to general IT support for University Enterprise Systems as they relate to our MSU academic environment. This position also assists and recommends departmental software and hardware purchases, configuration and training, integration with other systems, and compliance with University policies and procedures.

This position provides senior level technical insight and leadership. This is a highly customer focused position that requires a strong sense of urgency, open communication, desktop technical skills, customer service skills, and the aptitude to learn and teach the integration of various information technology systems within our educational environment. The Desktop Support Specialist III is responsible for the training, mentoring, and assisting the Desktop Support Specialists I and Desktop Support Specialist II.

This position will assist the Desktop Service Manager with administrative and managerial duties.

Salary Grade: 14

Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges. For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.

Essential Duties and Responsibilities:

• Provides excellent customer service.
• Highly skilled in the installation, configuration, and support of Desktop core services:
• Highly skilled in installation and troubleshooting of Windows and Macintosh operating systems:
• Manages and/or resolves clients' information technology problems and issues:
• Provides recommendations, operational assistance, and training on various MSU information technology data and/or voice systems:
• Develops support material for distribution to MSU clients:
• Remains current on information technology issues related to an academic environment and provides information and assistance to clients with new information technology acquisitions.
• Performs miscellaneous job-related duties as assigned.

Supervisory Responsibility:
Assist with the training of Desktop Support Specialist I, Desktop Support Specialist II, and student workers.

Minimum Qualifications:

Bachelor's degree in Information Technology or a related field from an accredited college or university AND two years' experience as a Desktop Support Specialist II.

Preferred Qualifications:

Certifications are preferred but are not required for the Desktop Support Specialist III.

Knowledge, Skills, and Abilities:

• Exceptional interpersonal and customer service skills.
• Ability to concentrate/focus for long periods of time.
• Ability to handle multiple urgent tasks throughout the day.
• Highly self-motivated.
• Advance experience in the removal of malware and viruses.
• Highly skilled in the configuration of devices to use ITS Microsoft O365 mobile integration services.
• Ability to initiate new tasks after an assigned task has been completed or passed on.
• Excellent in teaching others how to use information technology.
• Strong desire to learn new technologies.
• Advanced experience with the installation and support of PC and/or Macintosh OS/application software.
• Excellent oral and written communication skills.
• Highly skilled with Office 365 applications.
• Knowledge of AD groups.
• Attributes that contribute to a Desktop team member:
• Promotes team cooperation.
• Assists team members in completing deadlines and goals.
• Develops strong working relationships with other team members.
• Develops working relationships with other groups within ITS.
• Assists in the training of new Desktop Specialists.
• Assists other groups within ITS in resolving issues with Enterprise Systems.
• Advanced knowledge of the following:
• Troubleshooting networking issues in a complex VLAN environment.
• Installation and support of Microsoft Office
  365 Products.
• Installation and support experience with AD joined workstations.
• Installation and support experience with Microsoft Windows and Macintosh OSs.
• Experience with ITSM systems.
• Certification or Licensure Requirements:
  Certifications are preferred but are not required for this position.

Working Conditions and Physical Effort:

• Work is normally performed in a typical interior/office work environment.
• No or very limited exposure to physical risk.
• This position requires the ability to manipulate a variety of office equipment, including occasional lifting up to 50 pounds.
• Job frequently requires sitting, reaching, talking, listening, and handling objects with hands.
• Job frequently requires standing, walking, stooping/kneeling/crouching/crawling.
• Vision requirements:
  Ability to see information in print and electronically.

Instructions for Applying:

All applicants must apply online by attaching a cover letter and resume which includes the names and addresses of 3 professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant…