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.
Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for a Desktop Support Specialist Associate working with ITS Support Services - MiWorkspace. This position provides internal and customer-facing Tier 2 technical support for daily operations in a complex, distributed computing environment. Performs a broad range of IT support services for Windows and Mac devices - desktops, laptops and mobile (iOS/Android) - printing, hardware and software installation and troubleshooting, asset management and general network support. Work assignments include resolving customer incidents and requests, handling escalations, and assisting on projects.
The qualified individual will demonstrate the ability to provide excellent customer services to all constituencies, collaborate with team members and customers and contribute to efforts to develop, design, implement, and continuously improve service. May require on-call availability and working during non-business hours and on weekends. This position will report to a Desktop Support Manager or Supervisor in MiWorkspace Neighborhood IT.
WHO WE ARE ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
ITS’s mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu.
WHO YOU ARE You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have at least one year of IT experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
PRODUCTION SUPPORT Actively collaborates with team members and other service support groups to effectively resolve incidents and requests. Provides Tier 2 technical support and service restoration for daily operations and assists with project efforts. Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate and maintain systems, software, workstations, printers, wireless devices, handheld devices, peripherals, network and port configuration, host-based firewalls. Supports and collaborates with team members and other technical staff. Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration.
Demonstrates quality service and accountability in the process of: resolving incidents; and, tracking computer systems and device inventory, resulting in accurate, timely and efficient solutions and data as evidenced by: meeting customer needs; meeting or exceeding established performance metrics and accurate data for asset management.
Proactively seeks information and utilizes analytical and creative problem solving skills along with standard processes and technologies resulting in secure and reliable connections to and use of systems, applications and infrastructure.
Demonstrates relationship building, effective communication skills and quality service in the process of collaborating with, supporting, advising and educating customers and team members on the use of services, handling of sensitive data and resolving incidents.
SERVICE IMPROVEMENTS Contributes to hardware, software and services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
Demonstrates relationship building and effective communication skills as a member of the ITS organization, working in a school/college/unit, through active listening and frequent communication with department staff, resulting in understanding customer needs, creating buy-in for enhancements and collaboration with department staff.
Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer needs, escalating incidents and requests and increasing the customer’s ability to help themselves, resulting in meeting or exceeding customer satisfaction metrics.
Utilizes analytical and communication skills in the development and modification of written procedures, processes and technical support knowledge base, resulting in content tailored to the level and type of audience for support and issue resolution.
DEVELOPMENT OF SELF AND OTHERS Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software and technical services which can include: on-the-job training, attending technical courses or conferences, reading, research and testing. Develops and follows best practices and procedures and shares knowledge with team members. Mentors staff.
Demonstrates skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills and knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.
Demonstrates effective communication skills when providing training and mentoring to lesser-experienced staff, resulting in staff and teams using and implementing the latest policies, procedures and best practices to accomplish tasks.
Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
A minimum of one (1) year of IT experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently to successfully install, configure, maintain and support Windows and/or Mac desktop operating systems and software
Demonstrated familiarity with some of the following technologies: Windows 10, Mac OS, web browsers, local account management, and software installation and removal.
Familiarity with current general computer applications (e.g. Microsoft Office, Google suite, etc.).
Strong communication and interpersonal skills.
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.
Demonstrated effective verbal communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service.
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
Demonstrated strong utilization of Enterprise Level System management tools and processes in a 3000+ client environment.
Experience providing IT support in a Higher Education environment.
Experience providing executive desktop and remote support.
Experience with tools for managing local profiles, command line, ticketing systems, and general system management tools.
Experience providing executive desktop and remote support.
PHYSICAL DEMANDS/WORK ENVIRONMENT Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
May require on-call availability and may require working during non-business hours and on weekends
Punctual, regular and consistent attendance is required
Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer
May require to travel to various locations on and off campus;and, moves throughout buildings to provide support and deliver/retrieve computer hardware and parts
Periodically moves boxes and computer equipment weighing up to 50 lbs across campus and/or within buildings while utilizing proper safety techniques
Positions self to install computer equipment, including under desks
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 opportunity/affirmative action employer.
Internal Number: 187963
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.