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IT Service Desk Specialist 2

Ferris State University

United States, Michigan, Big Rapids

1201 South State Street (Show on map)

Oct 30, 2026

Position Title:	IT Service Desk Specialist 2
Location:	Big Rapids (Main Campus)
Department:	54202 - ITSC Service Desk
Advertised Salary:	$23.43 Hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement
Benefits:	Comprehensive benefits package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position. Clerical Tech Association (CTA)
FLSA:	Non-Exempt
Temporary/Continuing:	Continuing
Part-Time/Full-Time:	Full-Time
Union Group:	Clerical-Technical Association (MEA-NEA)
Term of Position:	12 Month
At Will/Just Cause:	Just Cause
Summary of Position:	The IT Service Desk Specialist 2 provides daily operational support to the ITS Call Center and is primarily responsible for overseeing student employees assigned to the Call Center. The position provides hands-on training, daily work direction, coaching, task assignment, and operational oversight to ensure student employees consistently provide timely, professional, and effective technology support to the University community. In addition to Call Center responsibilities, the position serves as a central resource for coordinating IT service requests and administering enterprise system access. Responsibilities include dispatching and routing support tickets, processing new-hire technology requests, administering data security and access requests for Banner, Xtender, and WebFOCUS, maintaining Banner security groups and classes, and coordinating annual access reviews with university data owners. The position also provides limited backup technical support for the Walk-Up Desk Technician, Hardware Technician, and Inventory and Asset Specialist to assist with continuity of IT Solutions Center operations.
Position Type:	Staff
Required Education:	An associate degree in an appropriate field, or an equivalent number of years of education. Two years of part-time is equivalent to one year of full-time.
Required Work Experience:	Demonstrated experience and practical knowledge of software products such as the current version of Microsoft Office and Windows, web browsers, operating systems, PC hardware operation and network connectivity troubleshooting. Two years work experience in customer support or in a technology support position. Preferred: One year of demonstrated work experience working with call logging/service management software and providing computer technical customer support. Familiarity with Information Technology Infrastructure Library (ITIL) processes. Experience with Apple computers. Supervisory experience. Experience in an educational environment.
Required Licenses and Certifications:	May be required to have the first two levels of certifications from the Help Desk Institute (HDI-CSR, and HDI-CSA or HDI-DST), or obtain within 12 months of hire date.
Physical Demands:	Office Environment Carrying Moving Reaching Sitting Twisting Balancing Lifting Pulling/Pushing Repetitive movement Standing
Additional Education/Experiences to be Considered:	Previous computer operations experience in an educational environment. One year of demonstrated experience with call logging/service management software and providing technical customer support. Familiarity with Information Technology Infrastructure Library (ITIL) processes. Experience with Apple computers. Supervisory experience. Experience in an educational environment.
Essential Duties/Responsibilities:	Call Center Student Coordination, Training, and Daily Oversight * Provide direct daily work oversight and direction for student employees assigned to the IT Solutions Center Call Center. * Train and onboard student employees in Call Center procedures, customer service expectations, ticket documentation, technology support processes, and established IT procedures. * Provide ongoing coaching, guidance, and assistance to student employees. * Assign and prioritize daily student work based on operational needs and service demand. * Monitor Call Center activities to ensure appropriate coverage and adherence to established procedures. * Serve as the primary escalation resource for student employees when issues exceed their assigned responsibilities or technical abilities. * Reinforce professional communication, customer service, documentation, and data-handling expectations. * Identify training needs and provide refresher or supplemental training as necessary. * Communicate recurring service issues, concerns, and operational needs to the Director of the IT Solutions Center. Service Request and Ticket Dispatch * Monitor incoming IT service requests and incidents. * Review, categorize, prioritize, assign, and dispatch tickets to appropriate IT personnel or functional teams. * Ensure tickets contain sufficient information to support efficient assignment and resolution. * Redirect incorrectly assigned requests to the appropriate support area. * Monitor ticket queues and assist with identifying requests requiring follow-up, reassignment, or escalation. * Support consistent ticket documentation and service management practices within the IT Solutions Center. Enterprise System Security and Access Administration * Receive and process authorized data security and access requests for Banner, Xtender, and WebFOCUS. * Create, modify, and maintain Banner security groups in accordance with approved access requests and established procedures. * Create and update Banner security classes as required. * Process access changes resulting from new hires, position changes, transfers, or other authorized requests. * Maintain appropriate documentation associated with access and security changes. * Coordinate with data owners and other authorized personnel when approval or clarification is required. * Assist in ensuring enterprise system access is granted and maintained in accordance with established University security and data-governance requirements. Annual Access Reviews and Audits * Coordinate annual system access reviews with designated University data owners. * Prepare access information and documentation necessary for data-owner review. * Track responses, requested changes, and completion of annual access reviews. * Process approved access modifications resulting from the review process. * Maintain documentation supporting completion of access reviews and audits. * Escalate incomplete reviews, discrepancies, or questionable access to the appropriate University authority. New-Hire Technology Requests * Process IT service tickets associated with newly hired employees. * Coordinate required technology, account, access, equipment, and related service requests with appropriate IT teams. * Review new-hire tickets for completeness and route individual components of requests to the appropriate personnel. * Track requests and assist in identifying unresolved items that could affect employee onboarding. * Maintain accurate documentation of new-hire request activities within the IT service management system. Cross-Functional Technical Backup Provide limited backup coverage, within defined procedures and technical scope, for IT Solutions Center positions, including: Primarily: Support student employees when the primary Service Desk Specialist is out. Walk-Up Desk Technician * Assist customers with routine technology issues presented at the walk-up support location. * Perform basic troubleshooting and appropriately document or escalate issues outside the position's support scope. Hardware Technician * Assist with defined hardware support activities, equipment preparation, basic troubleshooting, device deployment, or other approved tasks as assigned. Inventory and Asset Specialist * Assist with defined technology inventory and asset-management activities, including equipment handling, inventory updates, asset tracking, deployment, collection, or related activities assigned. These backup responsibilities are intended to support operational continuity and do not replace the primary duties of the position. Documentation and Process Support * Develop and maintain procedures, knowledge articles, training materials, checklists, and other documentation related to assigned responsibilities. * Identify opportunities to improve Call Center, ticket-routing, access-management, and student-training processes. * Maintain accurate records in appropriate University systems. * Follow established IT policies, security requirements, data-governance practices, and operational procedures. * Protect confidential, sensitive, and restricted University information encountered through assigned responsibilities. * Perform other related duties consistent with the classification and operational needs of the IT Solutions Center. * Carries out responsibilities in accordance with university policies and applicable laws. * Responsible for maintaining confidentiality of information pursuant to university policies and/or state or federal laws. * Cultivates an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty, and staff to thrive authentically. * Support, promote, and develop university student enrollment and retention initiatives. * Any other duties assigned within the position classification area.
Marginal Duties/Responsibilities:	1. Lift, move, and relocate computer hardware. 2. May need to work varied hours depending on customer demand and coverage needs.
Skills and Abilities:	* Strong customer service and interpersonal skills. * Ability to train, guide, and provide daily work direction to student employees. * Ability to communicate technical information clearly to individuals with varying levels of technical knowledge. * Strong organizational skills and attention to detail. * Ability to prioritize multiple requests and responsibilities in a service-oriented environment. * Working knowledge of IT service desk and ticket-management practices. * Ability to accurately maintain technical and administrative documentation. * Ability to follow established information-security and access-control procedures. * Ability to appropriately handle confidential and sensitive information. * Ability to work independently while effectively collaborating with IT staff and University departments. * Ability to troubleshoot routine computer hardware, software, account, and technology issues. * Ability to learn and support enterprise administrative systems and security structures. * Ability to identify issues requiring escalation and route them to the appropriate technical or administrative authority. * Demonstrated successful experience working directly with people from diverse backgrounds, including cultural, educational, socioeconomic, and life experiences.
Required Documents:	Cover Letter Resume Unofficial Transcript
Optional Documents:
Special Instructions to Applicants:
Initial Application Review Date:	11/30/2026
Open Until Position is Filled?:	Yes
Posting Close Date:
EEO Statement:	Ferris State University, an Equal Opportunity employer, is committed to cultivating an environment of belonging that values, respects, supports, and celebrates individual similarities and differences within its community, allowing students, faculty, and staff to thrive authentically. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence. Learn more about the Ferris Mission and community at ferris.edu. For more information on the University's Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement.
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