Job Description

Job Summary
The University of Michigan's College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals. Salary range - $41,100 - 51,400.

What You'll Do
ABOUT THE JOB

The LSA Technology Services Desktop Support team provides technical support to faculty, staff, and students within the College of Literature, Science & the Arts. Our teams support a range of technology with a focus on teaching, learning, and research that occurs in our LSA physical science, social science, and humanities divisions. We build relationships within our community becoming a partner in IT needs.

Our work and our support is broad and diverse. The support we provide and the skills we learn are driven by the college's research mission. Your week may begin by helping with administrative tasks such as printer support, building new computers, or doing software refreshes. Later in the week, you may be helping troubleshoot computers that control telescopes or building machines that do image analysis on stages of animal development.

Our work is challenging but rewarding because every day is a different technical issue or problem to solve.

Role responsibilities include:

Demonstrate quality service and accountability while resolving incidents, meeting customer needs, and exceeding expectations
Establish customer and team relationships using effective communication and collaboration skills
Update current tickets in a timely manner, prioritize incoming tickets and existing work, and complete tickets within acceptable time frames
Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices
Track computer systems and device inventory in order to record accurate data for asset management
Analyze, plan, and implement system maintenance, including software patches and upgrades
Monitor systems for availability, error conditions, and performance
Participate in cross-organizational projects that ensure our environment is up-to-date and secure
ABOUT YOU

You love to tinker. You enjoy a job where you are constantly learning and tackling new challenges. You enjoy spending the time to thoroughly investigate problems to completion. You are secure in not always knowing the answer and see these opportunities as a time to develop your skills. You are willing to ask questions, seek input, and advocate for answers to find the root cause of technical problems. You take initiative in your own growth and want a role where you are provided a wide variety of opportunities to build your skill set.

You like working with people and being part of a team, collaborating with others, and actively sharing information with your teammates. You have excellent written and verbal communication skills and work to build trusting relationships with those around you. You take an active partnership with the people in your community to solve technical problems.

You are detail-oriented and can actively manage many tasks at once. You find working in a dynamic environment enjoyable. You are able to pick up, manage, and close support tickets in a timely manner for our customers. You know when to escalate work that is outside your current skill set. You take time each week to address administrative tasks so that we have accurate documentation, details, inventory, and data for our customers, business partners, and teammates.

You thrive in an environment where every day is a little bit different than the day before.

Who We Are
"At LSA, we wonder. We wonder why we are here. We ask how the universe works, and how we organize societies. We all wonder but the great professors and students use curiosity as a catalyst to find answers to the biggest questions. Wonder begins with a simple "why" and leads to discovery that advances science and society while shaping our world for the better." - Research | UM LSA College of LSA

Required Qualifications*
Associate degree in a related field and/or equivalent combination of education, certification, and experience
0-2 years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
0-2 years of related experience in technical support troubleshooting macOS/Linux/Windows-based systems
Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms
Identifies causes of simple technical problems and can provide practical solutions
Can install software and troubleshoot basic issues
Communicates both verbally and written in a respectful & attentive manner tailored to each customer's needs
Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner
Desired Qualifications*
Experience in technical support troubleshooting Windows and macOS-based systems
Understanding of server hardware and concepts including services, security, and administration
Demonstrated ability to support specialized research computing needs
Experience working in higher education in a support capacity
Basic experience with programming and statistical applications