"System Engineer Associate"

Department Summary

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions. Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units' work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

Position Summary

You will assist in providing production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, Michigan Recreation, University Unions, etc. Your primary focus will be on supporting unit-specific systems and technology solutions not directly supported by our shared service providers, including, but not limited to, audio-visual equipment in conference rooms, lounges, multi-purpose rooms, classrooms, and Community Learning Centers. You will collaborate with, assist, and advocate for our unit partners with our shared service providers and vendors to address their business problems through the integration of unit-specific enterprise applications and systems to ensure that solutions function as intended. You must have broad technical knowledge and the ability and desire to learn new systems and innovative technological applications.

85% Production Support of End Users and Technology Systems

• Provide second-tier technical support and service restoration for daily operations and project efforts in a complex and distributed computing environment.
• Executing a wide variety of installation, configuration, upgrade, and support services across IT and A/V domains. This includes handling audiovisual gear, supporting both PC and Mac platforms, and overseeing mobile devices. The role also involves providing support for enterprise software, offering network support services, and ensuring security protocols are in place and effective.
• Supporting the onboarding & offboarding of Student Life staff, including providing access to university resources and equipment.
• Support and collaborate with team members, unit partners, and shared service providers, and contribute to efforts to develop, design, implement, and continuously improve systems.
• Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions, and data to meet customer needs.
• Work assignments involve issues that span multiple components and their integration (e.g., MiWorkspace-imaged computers, enterprise applications, and access hardware), as well as requiring proficiency with the bundled service offerings (e.g., enterprise networking, storage, security, and file sharing).

10% Professional Development

• Stay current with new technologies through training, courses, conferences, and hands-on testing
• Keep up-to-date knowledge of IT policies, procedures, hardware, and software
• Apply new skills to improve job performance and meet customer expectations
• Actively participate in professional development opportunities
• Meet or exceed performance goals and customer service standards
• Assisted in training student staff members acting in a user support role.

5% Project Planning and Implementation

• Support project implementations, including Student Life A/V upgrades, new technology deployments, and system integrations with backend services
• Contribute to innovation through project planning, testing, and deployment of technologies that improve student and staff experiences
• Help maintain secure, reliable system connections and support high-performance infrastructure for university operations
• Assist in identifying customer needs, analyzing technology requirements, and recommending improvements to current processes
• Develop collaborative relationships while providing technical support and guidance to partner units and team members
• Provide quality service through clear communication, proper data handling, and timely resolution of technical issues

Required Qualifications

• Associate Degree or a combination of education and equivalent experience and/or technology-related certifications.
• 1-2 years of related experience in desktop support, troubleshooting, and administering Windows, Mac, and/or Linux-based systems and layered software.
• 1-2 years of related experience troubleshooting printing issues, A/V issues, and/or related technologies.
• 1-2 years of related experience managing and troubleshooting networks and using network tools.
• Experience with the use and upkeep of inventory systems.
• Experience with the use of a ticketing system.
• Experience with word processing, spreadsheets, Google Apps, and/or other collaboration and cloud platforms.

Desired Qualifications

• Valid US Driver's License
• 1-2 years of related experience troubleshooting digital signage issues.
• Experience with the use of and/or installation of Crestron devices.
• Experience integrating computing components in small- and medium-scale presentation and auditorium environments.
• Experience with the use of desktop management tools to administer dozens to hundreds of computers in a complex IT environment.
• Experience with the U-M information technology environment, including MiWorkspace.
• Bachelor's degree in computer science, information technology, or a related field, or an equivalent combination of education, certification, and experience.
• Extensive knowledge of information technology products and services.
• Experience with computer programming or scripting.
• Experience with one or more problem-solving techniques and technology tools used to identify the root cause of technical issues on Mac, Windows, or Linux-based systems.

Position Responsibilities Criteria

• Technical Skills
• Demonstrated ability to troubleshoot and resolve complex technical problems
• Demonstrated proficiency in learning new technologies quickly
• Demonstrated competency across multi-platform environments (PC/Mac, AV systems, mobile devices)
• Communication & Service
• Demonstrated excellent verbal and written communication skills
• Demonstrated strong customer service orientation and interpersonal skills
• Demonstrated ability to explain technical concepts clearly to non-technical users
• Collaboration & Leadership
• Demonstrated effective teamwork and collaboration capabilities
• Demonstrated experience mentoring and training colleagues or student staff
• Demonstrated ability to work productively with diverse stakeholders and vendors
• Organization & Management
• Demonstrated strong time management and priority-setting abilities
• Demonstrated capability to manage multiple competing demands effectively
• Demonstrated self-directed work approach with accountability for results
• Professional Development
• Demonstrated commitment to continuous learning and professional growth
• Demonstrated proactive approach to staying current with technology trends and best practices

Working Conditions

This position requires full-time on-campus presence Monday through Friday. The primary work location is Markley Hall with a satellite office at South Quad. Staff will participate in AV on-call rotation, working 2 additional hours on Tuesday and Thursday evenings on a rotating schedule with team members.

Physical Requirements

Troubleshooting and responding to problem reports routinely requires travel across campus, accessing equipment in tight and confined spaces, climbing ladders, and periodically transporting heavy (up to 50#) objects.