Desktop Support Specialist Associate

Women In Science; Ann Arbor (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous time off

Comprehensive health insurance

Life insurance

Long-term disability coverage

Flexible spending accounts for health

Job summary

The University of Michigan in Ann Arbor is seeking a Desktop Support Specialist Associate to join the MiWorkspace Neighborhood IT team. You will provide onsite and remote end-user support for Windows, Mac, mobile devices and printers.

You will troubleshoot hardware and software, install applications, manage assets, follow documented procedures, and participate in on-call rotations. Strong customer service and the ability to explain technical concepts to non-technical audiences are essential.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 1 year of end-user technical support experience.
• Proficiency with Windows and/or Mac OS and common business apps.
• Ability to troubleshoot, perform root-cause analysis, and restore services.
• Excellent customer service and ability to communicate clearly to varied audiences.

Responsibilities

• Provide in-person or remote technical support and service restoration.
• Install, configure, troubleshoot, and maintain workstations, software, printers, and devices.
• Deliver excellent customer service by clear, timely support ticket updates and resolutions.
• Maintain accurate asset management records.

Skills

Customer service

Technical support

Troubleshooting

Communication

Education

Bachelor's degree or equivalent

Tools

Google Workspace

Microsoft 365

Job description

University of Michigan

Ann Arbor, MI

Application Deadline: Open Until Filled

Job Description

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.

Benefits

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:

• 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