"Windows Operations and Development Specialist Associate"

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the MWorkspace Engineering team as a Windows Operations and Development Specialist Associate. MiWorkspace is the flagship desktop support provider at U-M on the Ann Arbor campus.

You will be the initial escalation point for desktop support staff that require assistance from the top level desktop engineering team to resolve customer incidents/requests. You will triage issues, provide guidance/solutions, or escalate within your team to seek resolution. You will contribute to driver and software packaging/testing/deployment for managed devices and assist in maintaining infrastructure important to the management of more than 20k Windows clients. You will help create and maintain support documentation for both internal and customer facing use.

Participation in an on-call rotation and occasional work during non-business hours and on weekends may be required. You will report to the End User Operations Manager.

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.

• Work as part of a team to build and maintain the centralized Windows deployment and management infrastructure; this includes maintaining servers, server applications, and systems used for the support and management of desktop and software deployments.
• Perform Active Directory management including organizational unit maintenance and support along with account, group, and group policy management and troubleshooting.
• Engineer driver and software packages for attended and unattended deployment including testing and documentation.
• Prioritize and resolve incidents/requests to meet customer needs and establish performance metrics.
• Create and modify written procedures, processes, and technical support knowledge with content tailored to the level and type of audience.

Bachelor's degree in computer science or a related field, or equivalent combination of education, certification, and experience.

• Minimum of three years' experience working in a role providing end user technical support for Windows desktops or supporting Windows servers and infrastructure.
• Demonstrated experience with some or all of the following Microsoft technologies: Windows 10/11, SCCM, Intune, Group Policy, Active Directory, NTFS Permissions, scripting with PowerShell.
• Experience with some or all common IT components such as: IP addressing, DNS, Firewalls, and VPN solutions.
• Use appropriate technical tools to perform administration tasks, root-cause analysis and service restoration for Windows systems.
• Experience writing and editing procedures, processes, and technical support knowledge, resulting in content tailored to the level and type of audience for support and issue resolution.

Physical Demands/Work Environment

We offer the opportunity to work remotely with the expectation that you will report to the office or other location on the Ann Arbor campus as directed; work modality may change in the future. On-call availability may be required and include occasional work during non-business hours and on weekends. Average mobility to move around an office environment.