Job Description

General Statement
As the MSU single point of contact for UIT services, the Service Desk Analyst role provides a range of services within the context of incident and service request management. This includes first line technical support and problem resolution for students, faculty, and staff in the use of desktop and laptop computers and peripherals, mobile devices, software applications, operating system problems, network connectivity, resource access problems, security and ID management, account and service request coordination.
Duties and Responsibilities
Incident / Service Request Management: Triage incoming tickets, work to resolve Level 1 tickets, follow escalation process to coordinate resolution of Level 2 tickets, follow up on incidents and service requests as needed, work to improve processes or develop needed processes.
Knowledge Management: Individually contribute and collaborate with other teams to provide and maintain content for UIT and campus IT knowledge base.
Customer Service: Troubleshoot and resolve customer problems, maintain a customer-friendly atmosphere and work proactively to provide customers a great MSU IT experience.
Security: Work under the guidance of the Enterprise Security Group to encourage security best practices throughout campus and work to resolve any security vulnerabilities that are identified.
Required Qualifications – Experience, Education, Knowledge & Skills
Demonstrated experience at Level 1 support in a complex networked environment of computer resources and enterprise services, or an equivalent combination of relevant education and experience.
Demonstrated experience with desktop, laptop and mobile devices; Windows and Apple operating systems; applications, and their interaction with associated host systems, including, Microsoft Active Directory, Microsoft Office 365, and other cloud and local resources and services.
Demonstrated experience providing consistent and positive phone, ticket and in-person customer service, including IT remote support sessions, best practices and policies, to a diverse customer base.
Demonstrated experience working intuitively and analytically to diagnose and resolve problems, working to improve processes and to work collaboratively in a cross-team environment.
Preferred Qualifications – Experience, Education, Knowledge & Skills
Service Desk / Help Desk analyst certification or equivalent support center training from recognized training authority.
Demonstrated experience in Higher Education and/or Enterprise IT environments.
Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, incident management); relevant knowledge of security solutions; relevant knowledge of security-related policies and guidelines; relevant knowledge of security practices and typical business requirements and functions associated with security practices; relevant knowledge of basic networking principles and troubleshooting procedures.
Demonstrated experience defining and troubleshooting customer problems.
Demonstrated experience working in a networked environment, including cloud services, file sharing, e-mail configuration, wireless connectivity, and client-side IP configuration.
The Successful Candidate Will
Build and maintain partnerships with customers, MSU IT peers, student workers and campus offices by regularly demonstrating a high level of customer service, technical expertise and professionalism.
Provide an interface for customers to other UIT departments and distributed IT personnel and provide for equipment purchases, moves, installations, upgrades, training requests, security and user account management.
Maintain currency in IT technical competencies, service offerings, support resources, and organizational structures.
Communicate with a wide range of constituents and knowledge levels regarding technical issues.
Communicate planned and unplanned outages and service status alerts to customers and IT support teams as needed.
Assess problem priorities and classification of problems as hardware, software, and the functional areas they impact and respond accordingly.
Skilled in researching and resolving technical problems.
Skilled in proactively identifying recurring issues and taking appropriate actions to resolve these problems.
Position Special Requirements/Additional Information
This position is not eligible for sponsorship.

Must possess a valid driver’s license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver’s license, must obtain a valid Montana driver’s license within 60 days of hire.)

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.
Physical Demands
Requires work in an open office with walk-in customer traffic, phone calls and frequent interruptions.
May have to move/transport up to 30 lbs. on occasional basis.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.