ServiceDesk Administrator
  • Field Representative - Building Construction...
  • Lansing, MI FULL_TIME
  • Salary
    $60,000.00 - $80,000.00 Annually
    Lansing, MI
    Job Type
    Permanent Full Time
    Remote Employment
    Job Number
    Michigan State Senate
    Opening Date
    Closing Date
    Bargaining Unit

    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.


    • 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.

    • 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


    • 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.


    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.


    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%).

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