Job no: 591709
Work type: Support Staff
Pay Grade: 12
Major Administrative Unit / College: Information Technology Services
Department: It Services Application Services 40000482
Salary: Salary Commensurate with Experience
Location: East Lansing
Categories: Full Time (90-100%), Administrative Professionals- AP, Information Technology, Union

Position Summary

This position will provide support for the university facilities management information technology systems, including the software and hardware that goes along with these systems. This position will follow departmental standards, practices, and procedures. Provides team operational support and acts as an escalation point for the service desk.


• Supports applications the Facilities Management Systems application suite; responds to urgent issues 24x7
• Administers, monitors, and resolves identified issues with servers and applications based on proactive monitoring and incident resolution systems
• Supports the facilities work management solution operationally and any initiatives that go along with that solution.
• Interface with the IT Vendors that Infrastructure, Planning and Facilities works with and ensure that the software provided by the vendors is working properly and is up to date on servers and workstations.
• Provide general (second level) diagnostic support to customers as well as ensure that documentation is kept up to date for the IT systems.
• Manages ticket assignments and time tracking systems promptly according to departmental standards.
• Seeks out and attends continuing professional development, training and education related to assigned responsibilities.
• Reports status and escalates issues to supervisor and management effectively.
• Participates in team, departmental, and MSU IT wide meetings, committees and assignments.
• Engage in High Performance, leading edge practices, which are innovative in their approach to increased Stewardship and Service Excellence.
• Other duties as assigned

Unit Specific Education/Experience/Skills

Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in computer science, information systems, business or related information technology field, with coursework in an information technology specialization related to the area of employment; one to three years 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.

Desired Qualifications

• Experience with Accruent FAMIS, Planon or equivalent IWMS software.
• Familiarity with the SQL database language, database structures, enterprise reporting software and advanced Excel functions (e.g. pivot tables, vlookups, sumifs).
• Familiarity with Oracle Primavera Unifier or equivalent CPMS software (e.g. AssetWorks, eBuilder).
• Strong leadership, public speaking and process mapping abilities.
• A creative and innovative lifelong learner with the ability to communicate effectively with a diverse population.
• Ability to understand different perspectives while utilizing expert knowledge of the technical operations of the job.
• Ability to identify and escalate complex and advanced issues requiring urgent attention in a 24/7 environment.
• Strong interpersonal skills and the ability to work in a dynamic, cross functional team environment.
• Ability to work independently on major projects and report progress to manager and customers.
• Highly motivated with the ability to learn and research current technologies related to job assignments and bring possible resolutions to manager for approval.
• Strong oral and written skills, including the ability to document issues and issue resolution (including root cause analysis).