Desktop Support Intermediate

University Of Michigan; Michigan; On-site; USD 42,000 - 64,000; Full time

Job summary

The University of Michigan School of Music, Theatre & Dance seeks an IT Support Specialist to maintain Mac/Windows environments, resolve hardware and software issues, and provide classroom AV support on campus.

You will collaborate with the SMTD Unit IT team to deliver user training, manage tickets in TeamDynamix, handle hardware inventory, and assist with event technology across campus as needed.

Qualifications

• Associate degree or equivalent (computer related certifications) and 2 to 3 years experience.
• Hands-on experience installing and supporting Mac and Windows software and hardware in a networked environment.
• Strong customer service skills and ability to explain technical concepts to non-technical users.
• Excellent interpersonal, verbal and written communication skills.
• Ability to multi-task and manage competing demands with a positive attitude.
• Experience working with diverse communities, faculty, staff and students.

Responsibilities

• Provides computer/general application support for Macintosh/Windows operating systems.
• Provides technical support and service restoration for daily operations. Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless and handheld devices, and peripherals.
• Assist with management of hardware and software inventory through full lifecycle (research, evaluation, recommendation, procurement, configuration, deployment, maintenance, and disposition).
• Keeps abreast of current technologies. Tests hardware, software, and operating systems. Implements new technologies as directed by senior staff.
• Performs routine classroom/conference room AV support.
• Monitor TeamDynamix IT ticketing system daily and ensure tickets assigned are kept up to date.
• Other general support as needed.

Skills

Mac/Windows support

Customer service

Communication skills

Team collaboration

Time management

Hardware setup

Education

Associate degree or equivalent certifications

Tools

TeamDynamix

IT ticketing

AV hardware

Job description

It is the mission of the University of Michigan School of Music, Theatre & Dance to create an environment of educational and artistic excellence by nurturing creativity, academic integrity, and professionalism in its faculty and students. As a comprehensive performing arts school set in one of the world’s finest public institutions of higher education, the School is deeply engaged in the creation, practice, scholarship, and pedagogy of music, theatre, and dance.

• We aim to provide leadership, nationally and internationally, in all three fields.
• We assert and celebrate the value of the arts to the mission of the University of Michigan.
• We serve the community, the region, and the State of Michigan through public performances, cultural resources, arts education, and outreach programs.

The School’s mission is predicated on the belief that the study and practice of the performing arts depend upon a diverse community of learning in which a spirit of social responsibility and principled entrepreneurship is fostered.

Responsibilities*

Under general supervision and direction from the Director of Technology, provide technical support to the users of the School of Music, Theatre & Dance (SMTD) computing environment, including troubleshooting and resolution of Mac and Windows software, hardware and network issues and providing user training and support. The selected candidate will work in collaboration with the other members of the SMTD Unit IT team to provide support using the ITS Mac, Windows and Print service platforms.

• Provides computer/general application support for Macintosh/Windows operating systems
• Provides technical support and service restoration for daily operations. Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless and handheld devices, and peripherals
• Assist with management of hardware and software inventory through full lifecycle (research, evaluation, recommendation, procurement, configuration, deployment, maintenance, and disposition)
• Keeps abreast of current technologies. Tests hardware, software, and operating systems. Implements new technologies as directed by senior staff
• Performs routine classroom/conference room AV support
• Monitor TeamDynamix IT ticketing system daily and ensure tickets assigned are kept up to date.
• Other general support as needed

Required Qualifications*

• Associate degree or equivalent (computer related certifications) and 2 to 3 years experience.
• Hands-on experience installing and supporting Mac and Windows software and hardware in a networked environment is required.
• Strong customer service skills and experience in communicating technical concepts to non-technical users is necessary.
• Excellent interpersonal, verbal and written communication skills are required.
• Demonstrated experience working collaboratively in a team environment.
• Demonstrated attention to detail, professional demeanor and ability to incorporate feedback.
• Must have excellent organizational and time management skills. Must be organized and have the ability to multi-task with competing demands/deadlines and have a positive attitude.
• Experience working effectively with different communities and cultures; experience working directly with faculty, staff and students.
• This position may involve traveling to various locations on campus to conduct business and deliver materials.
• Routinely moves boxes weighing up to 30 pounds across campus for various classroom and event needs.

Desired Qualifications*

• Experience with music and media software and audio/video hardware, including classroom AV systems, is highly desirable, but not required.
• Experience with University of Michigan IT systems and organizations is desirable, but not required.

Modes of Work

This position will work in person, on campus. Work schedule and location to be determined by the supervisor. Standard work hours with specifics to be approved by the supervisor.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment.

Additional Information

Candidates for this position must be legally authorized to work in the United States without current or future employer sponsorship. Employer sponsorship or support for work authorization, including but not limited to H-1B, O-1, J-1, CPT, OPT, or STEM OPT, is not available for this position.

A pre-employment background check must be conducted before a candidate may receive a firm offer of employment to a staff position at the University of Michigan.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.