Desktop Support Specialist Associate

University of Michigan; Ann Arbor (MI); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Generous time off

Comprehensive health insurance

Retirement plan with matching

Life and disability insurance

Vision and dental insurance

Job summary

University of Michigan is seeking a Desktop Support Specialist Associate to join the MiWorkspace Neighborhood IT team on the Ann Arbor campus. You will provide onsite and remote support for Windows, Mac, mobile devices and printing hardware, following documented processes to install, configure and troubleshoot systems.

You may participate in an on-call rotation and occasional non-business hours work. A strong customer service focus and ability to explain technical issues to non-technical

Qualifications

• Bachelor's degree in computer science, business computing or related field (or equivalent combination of education, certification and experience)
• Minimum 1 year of end-user technical support experience
• Proficiency with Windows and/or Mac OS, mobile devices, and common business productivity applications (Google Workspace, Microsoft 365)
• Ability to perform day-to-day admin tasks, troubleshooting, root-cause analysis and service restoration
• Excellent customer service skills and ability to communicate clearly to diverse audiences

Responsibilities

• Provide technical support and service restoration in-person or remotely via phone/chat
• Follow procedures to install, configure, troubleshoot, upgrade and maintain workstations, software, printers and peripherals
• Deliver excellent customer service with clear support-ticket communication and timely incident resolutions
• Maintain accurate asset management records

Skills

End user support

Customer service

Communication

Asset management

Education

Bachelor's degree in computer science or related field

Equivalent education/certification/experience

Tools

Windows OS

Mac OS

Google Workspace

Microsoft 365

Printers & peripheral devices

Job description

Competitive salary available based on qualifications, experience and education of the selected candidate.

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information please visit our website: https://its.umich.edu/about. MiWorkspace is a campus wide service providing desktop support to faculty and staff in both academic and administrative departments. Please visit our website for more information: https://its.umich.edu/miworkspace

Job Summary

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the MiWorkspace Neighborhood IT support team as a Desktop Support Specialist Associate. MiWorkspace is the flagship desktop support provider at U-M on the Ann Arbor campus.

You will perform onsite support of Windows, Mac, mobile (iOS/Android) and print devices. Tasks include hardware and software troubleshooting, application installation, asset management, general network support, and fulfilling requests via documented process and standard procedures.

You may participate in an on-call rotation and perform occasional work during non-business hours and on weekends. You will report to a Desktop Support Manager or Supervisor in MiWorkspace Neighborhood IT.

If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non-technical audience and want to be part of the best public university in the country, MiWorkspace is for you.

Responsibilities

• Provide technical support and service restoration, in-person or remotely via phone/chat
• Follow procedures to install, configure, troubleshoot, upgrade, and maintain, workstations, software, printers, wireless devices, and peripherals.
• Deliver excellent customer service by managing and clearly communicating in support tickets to provide accurate, prompt resolutions to incidents and requests that meet customers' expectations
• Maintain accurate asset management records

Required Qualifications

• Bachelor's degree, preferably in computer science, business computing or a related field or equivalent combination of education, certification, and experience
• Minimum 1 year working in a role providing end user technical support
• Proficiency supporting Windows and/or Mac operating systems, mobile devices, and common business productivity applications (e.g. Google Workspace, Microsoft 365, etc.)
• Ability to perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restoration
• Excellent customer service skills.
• Ability to deliver clear messaging to a variety of audiences/skill levels.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

Benefits

• Generous time off
• A retirement plan that provides two-for-one matching contributions
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Maternity and Parental Leaves
• Vision and Dental Insurance

Modes of Work

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. Learn more about the work modes.

Physical Demands/Work Environment

• You will work primarily on-site on the Ann Arbor campus with some hybrid opportunities
• Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required
• Travel to locations on and off campus and move throughout various buildings to provide support and deliver/retrieve computer hardware and parts is required
• The ability to transport boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipment

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.