Job Information
State of Michigan ServiceDesk Administrator in Lansing, Michigan
ServiceDesk Administrator
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ServiceDesk Administrator
Salary
$60,000.00 - $80,000.00 Annually
Location
Lansing, MI
Job Type
Permanent Full Time
Remote Employment
Flexible/Hybrid
Job Number
07012024
Department
Michigan State Senate
Opening Date
07/01/2024
Closing Date
Continuous
Bargaining Unit
N/A
Description
Benefits
Job Description
This is an at-will, nonpartisan position in the Senate Business Office (SBO). The SBO oversees the general administrative operations of the Michigan Senate and includes the Facilities & Services, Finance, Human Resources, Office of the Director, Senate Information Services, and Senate Police departments.
Under the direction of the Director of the Senate Business Office, the IT Services Manager, and supervised by the ServiceDesk Supervisor, the ServiceDesk Administrator acts as the primary escalation contact for the ServiceDesk Analysts. The ServiceDesk Administrator also provides end-user support, manages user access, and integrates Active Directory with identity management systems ensuring it is in sync with other directories. The ServiceDesk Administrator provides formal classroom instruction and informal one-on-one training on computer software. The ServiceDesk Administrator prepares training material, including revisions to existing documentation and the creation of new documentation.
ESSENTIAL JOB FUNCTIONS:
Manages customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement, and serving as a professional communication channel between end users and SIS
Provides end user support and user access management
Triages service requests and incidents appropriately, using ITIL methodology in the ITSM tool
Provides first call resolutions, doing appropriate troubleshooting when possible and escalates as necessary
Provides advanced technical and troubleshooting assistance related to computer hardware and software, and other tech tools and products
Integrates Active Directory with identity management systems within various software applications, ensuring Active Directory is in sync with other directories
Maintains access control lists, security groups, permissions, and structure of current on-premises mapped drives and/or cloud file shares
Creates and maintains scripts that automate the end user lifecycle, including Human Resources Information Systems (HRIS) integration
Manages all aspects of the end user lifecycle, including account access and mail forwarding
Evaluates AD and OS administrative tasks performed by Servicedesk and Tech Support staff and develops automated procedures to reduce steps, eliminate redundancy, and foster standardization
Coordinates with Human Resources to maintain a current and accurate end user listing in Active Directory
Monitors all relevant automations to ensure continuous operation; troubleshoots and resolves issues
Develops new ways to automate routine tasks
Researches acute technical problems such as inconsistent email retention, cluster communication failures, and public folder replication issues
Assists/trains ServiceDesk Analysts in areas of advanced troubleshooting
Provides cross functional tier one and tier two to process service requests and issues
Develops and maintains accurate and relevant service desk knowledge documents
Identifies problems, incidents, and requests correctly; then categorizes and prioritizes them in the ITSM tool
Seeks knowledge and education to improve service desk competence and improve first call resolution
Ensures tickets are resolved following approved procedures
Coordinates ticket escalations, outages, and other technical communications to affected end users
Provides on-site technical assistance on the Senate Chamber floor during Session
Advises on written and interactive training materials, technology tip sheets. Prepares new training materials and reviews existing documentation for revisions and updates.
SECONDARY DUTIES AND RESPONSIBILITIES:
Evaluates new or upgraded versions of software and produces written reports on user functionality
Assists in maintaining an inventory of IT hardware and software assets
Provides computer onboarding for new employees to familiarize them with Senate-related applications and sites
Participates in special projects as assigned
Performs other duties as assigned by the ServiceDesk Supervisor or IT Services Manager
Required Education and Experience
EDUCATION/EXPERIENCE:
Associate Degree in a related technical field or professional certification on applicable software packages supported at the Michigan Senate preferred
ITIL v4 Certification required or to be obtained within 90 days of hire date
Six years or more of related personal computer software experience and software instruction training required
Six years or more of helpdesk support preferred, performing activities that correspond to listed qualifications
Experience working in a team-oriented, collaborative environment
Other combinations of education and experience will be evaluated on an individual basis
Alternate Education and Experience
Advanced knowledge of Microsoft Office 365, including Word, Excel, Outlook, OneDrive, SharePoint, and Teams
Knowledge of workstation operating system support consisting of Windows 10 and client software
Knowledge of Android and iOS mobile device operating systems
Excellent understanding of the Senate’s goals and objectives
Excellent interpersonal skills, with a focus on listening and questioning skills
Excellent documentation skills
Ability to teach introductory through advanced classes on Windows 10, Microsoft Office 365, Internet access and navigation techniques
Ability to communicate well with others, both orally and in writing
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical end users
Ability to work cooperatively with information and development analysts to solve problems
Ability to prioritize multiple tasks in a fast-paced environment and work within time frames that may be rigid or subject to change on short notice
Ability to work in a professional and nonpartisan manner
Ability to work outside of prescribed work hours when necessary
Ability to develop and maintain good working relationships with legislators and other elected officials, staff, vendors, and other agencies
Additional Requirements and Information
This job description is not intended as a comprehensive list of all of the duties required of this position. Additional duties may be assigned from time to time, and the listed duties are subject to change at any time, with or without notice.
STATUS: Salaried, with a standard benefit package
SALARY: $60,000 - $80,000, based on experience
GOVERNING CAUCUS: Nonpartisan
This is a non-civil service, at-will position.
Interested applicants, please submit a cover letter and resume with your application. Applicants who are selected for an interview will be asked to complete a skills assessment.
The Michigan Senate considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, height, weight, disability, marital status, sexual orientation, gender identity or expression, or any other legally protected status. If you are a person with a qualified disability, you may request any needed reasonable accommodation to participate in the application, testing, and/or interview process by contacting the Senate ADA Coordinator at 517-373-1675.
The Michigan Senate employment benefits include an array of options from health insurance to retirement programs. This page gives a brief explanation of some of the benefits that are offered by the Michigan Senate.
Insurance and Other Benefits
Insurances include medical, dental, vision and life. Employees also have the option to purchase additional life, accidental death, long term disability, long term care insurance, and legal services. Flexible spending accounts for medical expenses and child care are also available.
Leave Time
Full time/salaried employees receive 16 hours of personal time upon hire and accrue 8 hours of leave time per pay period.
Holidays
State employees receive 13 scheduled holidays each year, including New Year’s Eve and New Year’s Day, Christmas Eve and Christmas Day, Memorial Day, and Veterans Day, just to name a few. State employees also receive Election Day off every other year.
Deferred Compensation
Employees may invest income in a tax-deferred retirement investment program. The state offers two optional deferred compensation plans, the 457 and 401(k). The employee decides the amount deducted from their paycheck.
Retirement
Employees receive a minimum 4% state contribution toward their retirement fund. If an employee elects to contribute more, the state will match that percentage (up to 5%).
Agency
State of Michigan
Department
Michigan State Senate
Address
resume@senate.michigan.gov
P.O. Box 30036
Lansing, Michigan, 48909-7536
Website
https://senate.michigan.gov/employment/
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