Desktop Support Spec Assoc

A cover letter is required for consideration for this position. In order for the Career Portal system to accept a cover letter, please include a cover letter as the first page of your resume document. The cover letter should specifically address why you are interested in this position and describe specific skills and experiences you have and directly relate them to the responsibilities of, and qualification for, this position.

Working at the University of Michigan Institute for Social Research (ISR) means being a part of a team committed to discovery and understanding. It means working for the world's largest academic social science survey and research organization, and doing work that really matters to social science in the public interest. The Survey Research Center (SRC) is a collaborative community that conducts cutting-edge research that focus on critical societal issues such as aging, health disparities, and social networks. This position is in the Technical Services Group (TSG) within the Survey Research Operations(SRO). SRO is the operations branch of the Survey Research Center (SRC) at the ISR.

TSG is responsible for the development and support of systems and tools used to manage survey and data collection operations including managing sample/participant lists, creating computer assisted data collection instruments, contacting participants, managing resources, reporting, and quality assurance.

We are seeking a Desktop Support Specialist Associate to join TSG. This position provides a variety of technical support services to SRO interviewers and project teams engaged in preparing for and conducting primary data collection activities.

This is a hybrid position, and you will be based in Ann Arbor, Michigan.

Technical Support & Troubleshooting

• Provide first-tier technical support to field interviewers, the Survey Services Lab, and SRO staff.
• Respond to, diagnose, and resolve technical support tickets related to laptop systems, cell phones and applications, and other issues via telephone, email, or walk-in.
• Troubleshoot and repair laptop hardware, peripherals, and software applications on both Windows and Android operating systems.
• Provide after-hours on-call support on a rotating basis.
• Collaborate with developers, data managers, other IT staff, and departments to ensure seamless integration and support of technology.

Systems Maintenance & Deployment

• Install, configure, and maintain operating systems, software applications, and hardware equipment.
• Deploy new computer systems and mobile devices.
• Provide DUO and Mobile Device Management (MDM) support and administration.
• Perform routine maintenance tasks including software updates and hardware checks, and create, maintain, and deploy system images.
• Follow established IT protocols, procedures, and security guidelines in all activities.
• Provide system monitoring and reporting

Project, Training & Documentation

• Maintain accurate documentation of incidents, configurations, and procedural information.
• Design, implement, and report on testing plans related to custom and third-party hardware and software applications.
• Coordinate system releases of new and updated software to users and evaluate possible action plans for addressing test failures.
• Prepare advanced user instructions for handling data collection systems and application issues; assist in the development of technical documentation and specifications.
• Educate and train users on best practices, new technologies, and software tools.
• Support in-person off-hour and weekend trainings occasionally.
• Travel to remote locations when needed to support offsite trainees and field operations.
• Maintain and update web pages related to IT support and technical documentation.

Required Qualifications

• Associate's degree in Computer Science or related field, or equivalent combination of education and experience.
• 1-2 years of demonstrated experience in technical user support and customer service.
• Experience troubleshooting PC hardware, software, and connectivity problems.
• Experience supporting Windows and Android operating systems.
• Strong understanding of basic networking principles, including TCP/IP.
• Experience with enterprise tools such as 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 effectively.
• Strong problem-solving skills and a proactive approach to identifying and resolving potential issues.
• Ability to work a flexible schedule, including supporting evening and weekend hours during training windows.
• Willingness and ability to travel to various remote locations for training support.

Preferred Qualifications

• Bachelor's degree in Computer Science or related field, or equivalent combination of education and experience .
• Two or more years' experience in technical user support/help desk environment.
• Experience with automating processes and scripting.
• Wireless infrastructure experience.
• Experience in testing complex systems and applications, such as performing regression and compatibility testing.
• Experience with administration and management of devices in MDM (Mobile Device Management) Environment.
• Experience troubleshooting in diverse environments, including resolving technical issues, even with limited connectivity.
• Experience with system monitoring via Splunk
• Experience providing project support and coordinating with project teams across different departments.
• Experience supporting remote or field-based staff.

Monday-Friday (days), with occasional on-call and weekend support as needed.