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).
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