"Desktop Support Specialist Associate"

A cover letter in the PDF format is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline experience that directly relates to this position.

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.

If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non-technical audience and want to be part of the best public university in the country, MiWorkspace is for you.

• 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 customers 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, etc.)
• 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/skill levels.

Physical Demands/Work Environment

• You will work primarily on-site on the Ann Arbor campus with some hybrid opportunities
• Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required
• Travel to locations on and off campus and move throughout various buildings to provide support and deliver/retrieve computer hardware and parts is required
• The ability to move boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipment

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.