Hybrid Desktop Support Specialist—End-User IT Pro

University of Michigan Information and Technology Services; Ann Arbor (MI); Hybrid; USD 54,000 - 56,000; Full time

Benefits offered by this job

Generous time off

Retirement plan with matching

Health insurance

Life insurance

Long-term disability coverage

Flexible spending accounts

Job summary

University of Michigan Information and Technology Services (ITS) is expanding its MiWorkspace Neighborhood IT support team on the Ann Arbor campus. We seek a Desktop Support Specialist Associate to provide onsite and remote support for Windows, Mac, mobile devices, and printers, following documented processes and service standards.

You may participate in an on-call rotation and occasional non-business hour work.

Qualifications

• Bachelor's degree 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.

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

Skills

End-user support

Customer service

Communication

Windows/Mac support

Education

Bachelor's degree or equivalent

Tools

Google Workspace

Microsoft 365

Job description

University of Michigan Information and Technology Services (ITS) is expanding its MiWorkspace Neighborhood IT support team on the Ann Arbor campus. We seek a Desktop Support Specialist Associate to provide onsite and remote support for Windows, Mac, mobile devices, and printers, following documented processes and service standards.

You may participate in an on-call rotation and occasional non-business hour work.