Position Function:
A Service Desk Support Specialist II is responsible for the support of faculty, staff, and students in their use of academic, research and administrative computing systems in our MSU academic environment. This position also consults with and advises on software purchases and provides training, information, and documentation to enable users to leverage MSU’s information technology environment in fulfillment of their learning, research, and service activities. This is a customer-focused position that requires commitment to superior customer service, belief in open communication, strong technical skills, and the energy and dedication to remain abreast of the rapidly evolving IT landscape.
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:
The following examples are intended as illustrations only of the various types of duties and responsibilities assigned to the Service Desk Support Specialist II position. The absence of specific statements of duties and responsibilities does not exclude those tasks from this position.
1. Manages and resolves information technology problems and issues that arise for students, faculty and staff .
2. Works with other ITS units in the successful deployment of new applications and systems.
3. Provides assistance, training, and support on use of various information technology systems.
4. Works with the appropriate ITS unit to develop support material for distribution to clients.
5. Installs, configures, and troubleshoots application software on desktop and laptop computers.
6. Configures and troubleshoots operating systems on desktop and laptop computers.
7. Works proficiently with and is capable of administrative work with our information technology service management system and telephony system.
8. Provides best-of-class customer service.
9. Promotes team cooperation.
10. Performs other duties as assigned.
Supervisory Responsibility:
Oversees student workers and Service Desk graduate assistants. Trains and utilizes student workers and Service Desk graduate assistants as appropriate.
Minimum Qualifications:
Bachelor's degree from an accredited college or university with a focus in Information Technology or related field is required.
Minimum of 3 years of combined experience in at least two of the following areas: Computer services, Customer/desktop support, and/or Information Technology Service Management system (ITSM) use and support.
Experience with the support of Windows PC and/or Macintosh OS/application software and Microsoft Office Suite Products.
Experience with the configuration and support of devices on wireless networks.
Substitutions allowed:
Any equivalent combination of related experience and/or education may be considered for this position.
Preferred Qualifications:
• Master’s degree in an IT-related field
• Experience with a high-level programming language
• Certification in an IT-related field.
Knowledge, Skills, and Abilities:
1. Strong interpersonal and customer service skills.
2. Excellent oral and written communication skills.
3. Ability to handle and appropriately prioritize multiple, concurrent tasks .
4. Self-motivated.
5. Proficient in teaching others how to use information technology.
6. Intense desire to learn new technologies.
7. Team player that works professionally and collaboratively to achieve collective goals.
Working Conditions and Physical Effort
1. This position requires the ability to manipulate a variety of office equipment, including occasional lifting of up to 30 pounds.
2. Frequent externally imposed deadlines set and revised beyond one’s control; interruptions will influence priorities; difficult to anticipate nature or volume of work beyond a few days; meeting deadlines and coordination of unrelated activities are key to this position; involves conflict resolution of similar interactions involving emotional issues or stress on a regular basis. Job frequently requires walking, talking, sitting, reaching, hearing and handling objects with hands.
3. Occasional after hours work beyond the standard workday that may include late night and/or early AM hours, weekends and holidays.
Instructions for Applying:
Link to apply: http://explore.msujobs.msstate.edu/
All applicants must apply online at www.msujobs.msstate.edu 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 status for this position.
Equal Employment Opportunity Statement:
Mississippi State University is an equal opportunity institution. Discrimination is prohibited in university employment, programs or activities based on race, color, ethnicity, sex, pregnancy, religion, national origin, disability, age, sexual orientation, genetic information, status as a U.S. veteran, or any other status to the extent protected by applicable law. Questions about equal opportunity programs or compliance should be directed to the Office of Civil Rights Compliance, 231 Famous Maroon Band Street, P.O. 6044, Mississippi State, MS 39762, (662) 325-5839.
What do I do if I need an accommodation?
In compliance with the ADA Amendments Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position with Mississippi State University, please contact the Department of Human Resources Management at tel: (662) 325-3713 or ada@hrm.msstate.edu.
If you have any questions regarding this policy, contact the Department of Human Resources Management at (662) 325-3713 or ada@hrm.msstate.edu. Upon request, sections of this job listing are available in large print, and readers are available to assist the visually impaired.
