Job Description
The Sr. IT Solutions Center Consultant carries out day-to-day service desk customer support activities. This position provides first- and second-line technical support through a variety of support channels, including (but not limited to) telephone, email, and online self-service. Support activities include providing direct technical assistance to University faculty, staff, and students for all computer equipment used on campus. This position acts as a high-level technical resource for supporting complex systems, software suites, databases, networks, and workstations for IT Solutions clients. The position requires the technical ability to provide support for multiple products and services, including (but not limited to) networks, client/server systems, PC and Macintosh computers, application software, online education software, and peripheral devices. The position serves as a consultant to colleges, departments, and individual students, faculty and staff. Providing access and security permissions to network resources and resolving problems related to the use automated systems and databases are tasks included in this position. This position researches new technology, writes documentation for processes and procedures related to new and existing technology, and teaches others how to effectively use these tools in their learning, teaching or business processes.
Minimum Qualifications
• Technical support skills in troubleshooting computing devices, networking, MacOS Windows, classroom/lab technology, etc.
• Customer service skills sufficient to courteously confer with end-users to address requests for service or equipment questions.
• Ability to communicate technical concepts and procedures to non-technical personnel.
• Ability to write clearly and coherently using proper grammar, spelling and syntax so that incidents are well documented, can be resolved by others, and can be analyzed for trends.
Preferred Qualification
• Bachelor?s degree in Information Technology, Computer Information Science, Management Information Systems or related field, or five years professional experience in Information Technology.
• Experience working in Higher Education
• ITIL Foundations certification.
• Demonstrated commitment to fostering a diverse working and learning environment.
Other Requirements
Occasionally within shift (1-33%): Coordination, including eye/hand, hand/foot, etc. bending, squatting, crawling, reaching above head, reaching above shoulder, lift from floor level up, lift from waist level up, lift above shoulders/head, lifting 20 lbs. maximum and frequent lifting and/or carrying and/or pushing of objects weighing up to 10 lbs.
Frequently within shift (34-66%): Dexterity of hands and fingers, Physical Mobility; movement from place to place on the job, considering distance and speed, walking, physical strength to handle routine office materials and tools, lifting 10 lbs maximum and occasionally lifting and/or carrying objects.
This position requires a valid, applicable driver?s license, as well as a DVS records check with an acceptable rating. Employees must have an active, valid, and, applicable driver?s license if they drive a vehicle on state business. For further information, please refer to the Driver?s License and Record Check Policy (HR/LR Policy #1419), which can be found at: https://mn.gov/mmb-stat/policies/1419-hrpolicy-dlrchecks.pdf.
Work safely at all times, which includes but is not limited to, participating in and completing all required safety trainings, as well as performing all job tasks in accordance with Minnesota State University, Mankato policies and procedures utilizing appropriate tools, equipment and personal protective equipment.
The Minnesota State University, Mankato Annual Security and Fire Safety Report is available for your review. This report is required by federal law and contains policy statements and crime statistics for the University. The policy statements address the school?s policies, procedures and programs concerning safety and security. Three years? worth of statistics are included for certain types of crimes that were reported to have occurred on-campus, or in other University affiliated locations. This report is available online at: http://www.mnsu.edu/safety/ . You may also request a paper copy from University Security at 507-389-2111, or by emailing security@mnsu.edu .
Work Shift (Hours / Days of work)
Monday - Friday, 7:30 AM - 4:00 PM
Telework (Yes/No)
Yes - up to 20% of the time. Based on the essential functions of this positions, MMB Policy #1422, and University policies relating to flexible work, this position is eligible for the following work modes:
• Case by Case/Situational Telework: A position that may include a temporary reassignment or work outside the permanent/principal work location to meet short-term needs.
About
More than 1600 talented faculty, staff, and 1600 student employees with a wide variety of skills and backgrounds, support university operations every day. Our faculty and staff enjoy excellent benefits, a team environment and challenging careers. As an affirmative action/equal opportunity institution, we are committed to supporting the continued growth of our diverse community.
Destination 2030 , the University?s strategic plan announced by President Edward Inch in August 2023, commits the University to making transformative strides in four main areas: being a lifelong provider of access to an equitable and affordable education; being a leader in transformational learning generating inspired action; being a nimble and innovative steward of resources; and being a community of care built upon diversity, inclusion, and belonging.
$Open per YEAR Employment Type: OTHER