Desktop Support Specialist Intermediate/Associate

About the Role

The University of Michigan's College of Literature, Science, and the Arts (LSA) is seeking a Desktop Support Specialist to join a diverse team. This role provides technical support to faculty, staff, and students within LSA, focusing on technology for teaching, learning, and research across physical science, social science, and humanities divisions.

Key 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, and complete tickets within acceptable time frames.
• Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices.
• Track computer systems and device inventory 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 to ensure the environment is up to date and secure.
• Serve as a resource for less technical staff on technical issues, sharing information for their development.

Requirements & Tech Stack

For Intermediate Candidates

• 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, and Windows-based systems.
• Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms.
• Ability to identify the root cause of technical issues and make customized recommendations based on customer needs.
• Understanding of working components of computers, how they interact, and ability to troubleshoot failures.
• Ability to help install and troubleshoot many types of specialty research software.
• Communicates both verbally and in writing in a respectful and 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.

For Associate Candidates

• Associate degree in a related field and/or equivalent combination of education, certification, and experience.
• 0-2 years of technical support experience, including providing outstanding customer service and accurately documenting detailed information.
• 0-2 years of related experience in technical support troubleshooting macOS, Linux, and Windows based systems.
• Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms.
• Ability to identify causes of simple technical problems and provide practical solutions.
• Ability to install software and troubleshoot basic issues.
• Communicates both verbally and written in a respectful and 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.

Desired Qualifications

For Intermediate Candidates

• Understanding of server hardware and concepts, including services, security, and administration.
• Demonstrated ability to support specialized research computing needs.
• Experience working in higher education in a support capacity.
• Experience with programming and statistical applications.

For Associate Candidates

• Experience in technical support troubleshooting.
• Understanding of server hardware and concepts including services, security, and administration.
• Demonstrated ability to support specialized research computing needs.
• Experience working in higher education in a support capacity.
• Basic experience with programming and statistical applications.

Work Arrangements

• This position may work on campus or a potential hybrid flexible schedule of both on campus and remote.

Salary Range

• Intermediate range: $55,000 - $64,600
• Associate range: $44,800 - $56,000