IT Service Desk Specialist — End-User & AV Support

NAACPJobFinder; Dearborn (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work options

Comprehensive benefits

Job summary

University of Michigan-Dearborn's Information and Technology Services (ITS) seeks a Service Center Support Specialist Associate to support campus IT operations on the Dearborn campus. The role covers tier 1 and 2 production support, assisting customers at all levels with hardware, software, networking, storage and security needs.

This is a two-year term-limited position reporting to the Service Center Support Supervisor.

Qualifications

• Degree in computer science or a related field, or equivalent combination of education, certification, and experience.
• 1+ year experience in a role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and independent work to install, configure, maintain, and support Windows and/or Mac desktop OS and software.
• Familiarity with Windows 10/11, macOS 11.x+, Office 365, browsers, local account management, scripting, software installs/removals, registry, command line, Service Desk ticket systems, remote support, and system management tools.

Responsibilities

• Provide Tier 1 support via phone, chat, and in-person assistance for campus technology operations.
• Monitor systems, manage tickets, ensure progress and communication toward resolution.
• Lead AV training, create and maintain technical guides, support AV projects and events.
• Coordinate incident resolution within service levels and document with metrics.
• Collaborate with teams to design, implement, and improve systems; write knowledge base articles.
• Handle multiple tasks, prioritize assignments, and resolve cross-component issues.
• Identify gaps and propose improvements to procedures.
• Train new Service Desk staff on calls, chats, and tickets to ensure high-quality support.

Skills

Customer service

Troubleshooting

Communication

Independence

Time management

Education

Bachelors or related field in CS/IT

Tools

Windows 10/11

macOS 11+

Office 365

Service Desk ticketing systems

Remote support

SCCM/Systems management tools

Job description

University of Michigan-Dearborn's Information and Technology Services (ITS) seeks a Service Center Support Specialist Associate to support campus IT operations on the Dearborn campus. The role covers tier 1 and 2 production support, assisting customers at all levels with hardware, software, networking, storage and security needs.

This is a two-year term-limited position reporting to the Service Center Support Supervisor.