Michigan State University
DSS Service Lead / Information Technologist I
ITIL
ITSM
Edtech.com's Summary
Michigan State University is hiring a DSS Service Lead / Information Technologist I. This role involves providing front-line technical support, coordinating service desk and access management operations, managing ticket and user access processes, and guiding student staff to ensure secure and consistent service delivery within the Division of Residential and Hospitality Services.
Highlights
- Provide front-line technical support and coordinate service desk and access management operations
- Troubleshoot issues, manage tickets, handle escalation, and process user access requests
- Maintain ticket templates, conduct quality assurance, and develop knowledge base content
- Monitor systems and devices, respond to alerts, and manage shared mailboxes
- Support access management including user access audits and permission validation
- Coordinate scheduling and provide guidance for student staff and on-call team members
- Experience with IT service management practices and Tier 1 technical support
- Knowledge of Active Directory for user access and permissions management
- Required to obtain Knowledge Center Support (KCS) certification within 3 months of hire
- Desired skills include ITSM systems, ITIL 4 principles, Microsoft 365 technologies, and identity/access management certifications
DSS Service Lead / Information Technologist I Full Description
Working/Functional Title
DSS Service Lead
Position Summary
The Service Desk and Access Management teams within RHS Digital Strategies and Services provide first-level customer support and system access coordination for the Division of Residential and Hospitality Services at Michigan State University. This position is part of a hybrid work team and will begin fully on-site, transitioning to a hybrid schedule after onboarding and completion of the probationary period.
Reporting to the Service Desk & Access Management Team Manager, the DSS Service Lead will primarily perform the following duties:
- Provide front-line technical support and assist in coordination of service desk and access management operations, including troubleshooting, ticket management, escalation, and user access processing
- Support ticket quality assurance, maintain ticket templates and forms, and develop internal and external knowledge base content to promote consistent service delivery
- Participate in daily operations, including ticket processing, system and device monitoring, status alert response, and shared mailbox management
- Support access management processes, including request fulfillment, user access audits, and validation of permissions to ensure security and compliance
- Coordinate scheduling and provide day-to-day guidance for student staff and on-call team members, supporting training and consistent service practices
Michigan State University (MSU) is ranked #30 among public universities and #63 overall in U.S. News & World Report’s America’s Best Colleges 2025. Located in East Lansing, three miles east of the state’s capitol, the MSU community includes more than 12,000 faculty, academic and support staff, as well as over 51,000 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 insurance. In 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 MSU’s mission of providing education, conducting research, and advancing engagement.
Minimum Requirements
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program; 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; experience with IT service management practices, including incident and problem management; experience providing Tier 1 technical support, including phone and remote support; experience with device and asset management; experience managing user access and permissions, including Active Directory; experience with access management processes and security practices; experience supporting quality assurance, documentation, and process consistency; ability to perform basic troubleshooting across hardware, software, and account access issues; strong customer service and communication skills; Knowledge Center Support (KCS) certification or ability to obtain within 3 months of hire; or an equivalent combination of education and experience.
Desired Qualifications
- Experience with IT service management (ITSM) systems
- Experience with IT device monitoring or dashboard tools
- Knowledge of ITIL 4 principles
- Certification in desktop support or IT support (e.g., HDI Desktop Support Technician, CompTIA A+)
- Experience with Microsoft 365 and related technologies
- Certification or experience in identity and access management
- Experience working with HR systems or processes supporting access and role management
Equal Employment Opportunity Statement
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.
Required Application Materials
Resume and cover letter
Special Instructions
Provide three professional references
Work Hours
STANDARD 8-5
Website
tech.msu.edu
Remote Work Statement
MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.
Bidding eligibility ends July 21, 2026, 11:55 PM
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