Computer Support Specialist III

Duties and Responsibilities

• Service Request Intake
• Triage and resolve incidents and requests via phone, ticketing system, chat, and walk-in support;
• Escalate to appropriate UIT units per established procedures as needed.
• Provide clear, timely updates and follow through to closure, maintaining strong customer satisfaction.
• Communicate service advisories, planned/unplanned outages, and status updates to customers and IT peers.

Deskside & Field Support

• Perform deskside troubleshooting for computers (Windows, macOS, and Linux), mobile devices, software, and complex technical instrumentation as needed.
• Support endpoint imaging, reimaging, configuration, and deployment using UIT approved tools and standards.
• Design, propose, implement, troubleshoot, and support research data workflows.
• Regularly perform site visits to ensure the operability and appropriate configuration of Core Facility IT environments.
• Provide support for device setup, basic hardware swaps, and on-site issue resolution.
• Includes planning service schedules for equipment which cannot be transported.
• Aid in basic hardware repairs and part replacements within scope and vendor guidance.

Accounts, Access, and Core Services

• Assist with identity and access tasks (e.g., password resets, MFA guidance, access requests) following UIT policies.
• Support O365/Exchange, Teams, common productivity suites, and enterprise file and collaboration tools.
• In partnership with system administrators, support and facilitate the use of university research IT services including data storage, transfer, and compute platforms.
• Troubleshoot client-side connectivity (wired/wireless), VPN, and resource access issues; perform basic IP/client configuration checks.
• Work closely with SysAdmins and RCI to make sure that Core Facilities are aware of central services available to facilitate their work and coordinate implementation of appropriate solutions.
• Identify technical challenges and opportunities, and coordinate finding and implementing appropriate solutions to improve stability, data integrity, and security of Core Facility processes.

Knowledge, Process, and Tools

• Document the IT environments and workflows of the RED Core Facilities and maintain knowledge-based articles and self-help content (KCS aligned practices).
• Use enterprise ticketing and endpoint management tools in accordance with UIT standards and data handling policies.
• Identify recurring issues; suggest knowledge updates or process improvements to reduce repeat incidents.

Security & Compliance

• Promote and follow security best practices under the guidance of the Enterprise Security Group.
• Support basic vulnerability remediation steps on endpoints per UIT standards (e.g., patching, configuration baselines).
• Work across IT groups to coordinate solutions to complex research facility and equipment needs and challenges in an enterprise environment.
• Handle customer and institutional data in accordance with applicable policies, standards, and regulations.

Collaboration & Professionalism

• Act as the primary liaison between Core Facility researchers and staff and UIT peers; hand off/escalate issues as needed cleanly with clear documentation.
• Maintain currency with UIT service offerings, support resources, and organizational changes.
• Communicate organizational changes with Core Facility staff in a timely and proactive manner and support implementation.
• Includes advocating for Core Facilities during planning stages.
• Represent MSU and UIT in a professional, courteous manner.