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University of Michigan
Desktop Support Specialist Associate
Higher Ed
Help Desk
Edtech.com's Summary
University of Michigan is hiring a Desktop Support Specialist Associate for the MiWorkspace Neighborhood IT support team in Information and Technology Services (ITS). MiWorkspace is the flagship desktop support provider on the Ann Arbor campus, and this role provides onsite support for faculty and staff devices. It reports to a Desktop Support Manager or Supervisor.
Highlights
- Provide onsite support for Windows, Mac, mobile (iOS and Android), and print devices across the Ann Arbor campus.
- Troubleshoot hardware and software issues, restore service, and handle application installs and upgrades.
- Install, configure, and maintain workstations, printers, wireless devices, and peripherals following documented procedures.
- Manage and clearly communicate in support tickets to deliver accurate, prompt resolutions.
- Keep accurate asset management records and provide general network support.
- Support customers in person or remotely by phone and chat, and take part in an on-call rotation with occasional non-business hours and weekend work.
- Move and deliver computer hardware weighing up to 50 lbs across campus and between buildings.
- Bachelor’s degree or equivalent and at least one year of end-user technical support experience; primarily on-site in Ann Arbor with some hybrid opportunities.
Desktop Support Specialist Associate Full Description
Desktop Support Specialist Associate
Information and Technology Services (ITS), MiWorkspace Neighborhood IT, University of Michigan | Ann Arbor, MI
Competitive salary based on qualifications, experience and education
Job Summary
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.
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 customer 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).
- 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 and skill levels.
Physical Demands/Work Environment
- Work primarily on-site on the Ann Arbor campus with some hybrid opportunities.
- Occasionally work during non-business hours and on weekends, or participate in an on-call rotation.
- Travel to locations on and off campus and move throughout buildings to deliver and retrieve computer hardware and parts.
- Move boxes and computer hardware weighing up to 50 lbs using proper safety techniques and equipment.
How to Apply
A cover letter in PDF format is required and should be attached as the first page of your resume, addressing your specific interest in the position and relevant experience.
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