RHS IT Service Desk Analyst Information Technology Professional

RHS IT Service Desk Analyst

The Residential and Hospitality Services (RHS) IT Service Desk provides first level IT support to over 5000 end users across a broad range of technical areas and services. This position will start fully on-site and potentially transition to a hybrid working schedule after on-boarding and a probationary time period.

Reporting to the RHS IT Service Desk and Access Team Manager the RHS IT Service Desk Analyst will primarily perform the following duties:

• Front line user support via phone chat service tickets and remote access.
• Escalation of complex issues to appropriate resources.
• Create and maintain internal and external knowledge base documentation.
• Maintain metrics for key performance indicators and quality assurance tracking.
• Initiate RHS IT communications for issues/outages and maintain status page alerts.
• Assist with software/licensing management and device monitoring.
• Ticket queue management and coordination with other RHS IT units for updates.

Michigan State University (MSU) is ranked #30 among public universities and #63 overall in U.S. News & World Reports Americas Best Colleges 2025. Located in East Lansing three miles east of the states capitol the MSU community includes more than 12000 faculty academic and support staff as well as over 51000 students. MSU offers an extensive benefits package to its employees including health care prescription and dental coverage and a base retirement program with a University matching contribution as well as basic life addition MSU offers educational benefits including a course fee courtesy program and educational assistance.

MSU Information Technology provides the primary leadership for strategic financial and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSUs mission of providing education conducting research and advancing engagement.

All positions in RHS are designated as critical the event of a university closure modification or suspension of operations due to snow or other emergency conditions you will be expected to make all reasonable attempts to report to work as scheduled for the duration of the closure/suspension. If you have an approved remote work agreement to work a portion of your normally scheduled work hours remotely you may be called upon to work on-site to serve the MSU community. If you have a permanent on-going and/or pervasive condition that may impede your ability to work on-site please contact the Resource Center for Persons with Disabilities (RCPD) at Requirements

Knowledge normally acquired in the first two or three years of college technical vocational or business school such as an Associates Degree; one to three years of related work experience in an information technology area related to the duties to be performed;up to six months of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; or an equivalent combination of education and experience.

• Strong customer service organizational and communication skills.
• Associates or Bachelors degree.
• Formal training or certifications in ITIL or other applicable certifications.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin citizenship age disability or protected veteran status.

Resume and Cover Letter

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