Hybrid Desktop Support Specialist – Research IT

University of Michigan; Ann Arbor (MI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

The University of Michigan’s College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals.

You will provide front-line technical assistance to faculty, staff, and students, install and troubleshoot computers and software, manage tickets, and help maintain campus workstations in a hybrid on‑campus environment. This role emphasizes customer service, teamwork, and proactive problem solving in a dynamic academic setting.

Qualifications

• Associate degree in a related field and/or equivalent combination of education, certification, and experience
• Two or more years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
• Two or more years of related experience in desktop support, troubleshooting macOS/Linux/Windows-based systems
• Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms
• Can identify the root cause of technical issues and make customized recommendations based on customer needs
• Understands working components of computers, how they interact & can troubleshoot failures
• Can help install and troubleshoot many types of specialty research software
• Communicates both verbally and in writing in a respectful & attentive manner tailored to each customer’s needs
• Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner

Responsibilities

• Demonstrate quality service and accountability while resolving incidents, meeting customer needs and exceeding expectations
• Establish customer and team relationships using effective communication and collaboration skills
• Update current tickets in a timely manner, prioritize incoming tickets and existing work, complete tickets within acceptable time frames
• Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices
• Track computer systems and device inventory in order to record accurate data for asset management
• Analyze, plan, and implement system maintenance, including software patches and upgrades
• Monitor systems for availability, error conditions, and performance
• Participate in cross organizational projects that ensure our environment is up to date and secure
• Be a resource for less technical staff on technical issues freely sharing information for their development

Skills

Technical support

Desktop support

Root cause analysis

Hardware basics

Research software

Communication skills

Team collaboration

Problem solving

Software installation

Education

Associate degree in related field

Tools

Google Apps

Job description

The University of Michigan’s College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals.

You will provide front-line technical assistance to faculty, staff, and students, install and troubleshoot computers and software, manage tickets, and help maintain campus workstations in a hybrid on‑campus environment. This role emphasizes customer service, teamwork, and proactive problem solving in a dynamic academic setting.