IT Desktop Support Associate -Hybrid & On-Call

University of Michigan

Ann Arbor (MI)

On-site

USD 42,000 - 70,000

Full time

3 days ago

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Job summary

The University of Michigan Institute for Social Research (ISR) invites applications for a Desktop Support Specialist Associate to join the Technical Services Group (TSG) within the Survey Research Operations (SRO). This role provides frontline IT support to staff, interviewers, and project teams, ensuring reliable laptop, phone, and software access.

Based in Ann Arbor, you will work under the Desktop Support Manager, engaging in device deployment, imaging, user training, and after-hours support

Qualifications

Associate degree in computer science or related field, or equivalent experience.
1-2 years of demonstrated experience in technical user support.
Experience troubleshooting PC hardware, software, and connectivity.
Experience supporting Windows and Android operating systems.
Strong understanding of TCP/IP networking principles.
Experience with Active Directory and remote support tools.
Experience deploying and managing laptops, tablets, and smartphones.
Experience using a help desk ticketing system.
Excellent customer service and communication skills.
Ability to work independently and manage multiple tasks.
Willingness to travel to remote locations for training support.

Responsibilities

Provide first-tier technical support to field interviewers, the Survey Services Lab, and SRO staff.
Respond to, diagnose, and resolve tickets via telephone, email, or walk-in.
Troubleshoot and repair laptop hardware, peripherals, and software on Windows and Android.
Provide after-hours on-call support on a rotating basis.
Install, configure, and maintain OS, software, and hardware.
Deploy new computer systems and mobile devices.
Provide DUO and Mobile Device Management support and administration.
Maintain documentation of incidents, configurations, and procedures.
Educate and train users on best practices and new technologies.
Travel to remote locations to support offsite trainees and field operations.