A cover letter 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 skills and experience that directly relate to this position.
CAEN has an opening for a knowledgeable and collegial desktop support person. Join our team of dedicated IT professionals providing uncommon IT support to several academic and administrative departments within the College of Engineering at the University of Michigan.
In this position, you will work closely with faculty, staff and students across several world class academic departments and administrative units.
You also will share expertise, resources and support responsibilities with the other support staff in the group.
We are looking for someone who loves helping customers in an academic setting, and who has good technical skills and experience administering Window, Macintosh and Linux (Ubuntu) computers.
For more information about CAEN, visit: caen.engin.umich.edu
40% - Customer Support
You will provide end-user support for customers in a broad range of locations and unique local IT environments. You will support customers who are using a variety of software, hardware, network and equipment configurations including Windows, Linux, macOS, printing, handheld mobile devices and peripherals. Train customers on basic functions of productivity and collaborative applications; assist with hardware and software purchases, and onboarding new faculty and staff. Respond to support request calls and emails, and conference room A/V problems. You will communicate the current state of requests with your customers and team.
30% - Desktop Support
Install new computer hardware. Prepare new computers for deployment and reload existing computers using vendor operating system images and images provided college/campus-wide. Install new software applications, and manage software updates. Build and update group policy objects in Active Directory. Investigate, diagnose and resolve hardware, software, security and network problems. Coordinate repairs of computers and printers. Request and track network port activations and VLAN assignments, and resolve issues between network ports and devices. Maintain inventories of computers, software licenses and related supplies.
10% - Interdepartmental IT support
Cross train within supported departments and provide coverage when embedded departmental IT staff are not available. Provide additional support in areas experiencing increased workload. Monitor the ticket queues used by the team, and prioritize daily tasks to maintain support continuity.
10% - Documentation and Communication
Document routine procedures and maintain documentation. Produce reports as required by supervisor or higher level authority. Inform customers of planned and unplanned IT infrastructure changes and events which may impact their productivity. Track IT spending. Advise departments of resolution of IT issues. Maintain online resources including departmental email groups and room scheduling calendars. Strive to improve all processes and customer interactions.
5% - Server and System Administration
Remotely administer servers to provision file shares, manage access, apply patches and apply firmware updates. Maintain server accounts and permissions. Assist users with file management for local and server storage. Ensure that scheduled backups of system and data files on servers and desktops are running appropriately. Perform restores as requested.
5% - IT Security Management
Serve as the local contact for IT security issues. Apply security patches and updates to computer operating systems and software applications in a timely manner to assure the integrity of supported systems. Share relevant security bulletins and vulnerability scan results with users of self-administered computers. Coordinate incident response activities with campus IT security staff.
An Associate’s degree in an engineering, science, or technology field.
Demonstrated customer service experience.
Exceptional interpersonal and communication skills.
2-3 years of experience supporting and administering computers running modern versions of the Microsoft Windows operating system in an Active Directory environment.
Demonstrated experience resolving desktop productivity software issues, network connection errors, and desktop and network printing problems.
An ability to work effectively in a team environment and independently with minimal supervision.
This position may work with and/or support systems that maintain or processsensitive institutional data as defined by university policy. Successfulcandidates must comply with federal, state, and local law, and/or universitypolicies or agreements that require the university to implement specific privacyand security safeguards, including but not limited to ITAR, EAR, HIPAA, andFISMA. Responsible for protecting data and information from unauthorizedrelease or from loss, alteration, or unauthorized deletion; and, followingapplicable regulations and instructions regarding access to computerized files,release of data, etc. as stated in a computer access agreement which theincumbent signs.
A Bachelor’s degree in an engineering, science, or technology field.
Experience administering computers and servers running multiple current distributions of the Linux operating system. Experience writing and editing Linux command line shell scripts.
Experience supporting Apple computers running current and recent versions of the macOS operating system.
Experience using desktop management tools to administer dozens to hundreds of computers in a single IT environment.
Familiarity with desktop storage devices and backup technologies.
Experience providing IT support in a college or university environment.
Michigan Engineering’s vision is to be the world’s preeminent college of engineering serving the common good. This global outlook, leadership focus and service commitment permeate our culture. Our vision is supported by a mission and values that, together, provide the framework for all that we do. Information about our vision, mission and values can be found at: http://strategicvision.engin.umich.edu/
The University of Michigan has a storied legacy of commitment to Diversity, Equity and Inclusion (DEI). The Michigan Engineering component of the University’s comprehensive, five-year, DEI strategic plan—along with updates on our programs and resources dedicated to ensuring a welcoming, fair and inclusive environment—can be found at: http://www.engin.umich.edu/college/about/diversity
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 173957
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.