Desktop Support Specialist Senior/Intermediate - Ann Arbor, United States - University of Michigan

Description

How to Apply

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.

Summary

The University of Michigans College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals. Salary range: $51,500 - $78,915.

What Youll 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 colleges 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 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
• Lead small team-based projects
• Be a resource for associate & intermediate-level staff on technical issues freely sharing information for their development

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 then 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

FOR BOTH INTERMEDIATE AND SENIOR CANDIDATES

• Bachelors degree in a related field and/or equivalent combination of education, certification, and experience
• Familiarity with most of the following technologies: Linux OS, macOS, Windows, scripting, software installs and removals, command line, system file permissions, enterprise-level ticketing system, system management tools, backing up and imaging workstations
• Can identify the root cause of technical issues and make customized recommendations based on customer need
• Understanding of working components of computers, and how they interact & can troubleshoot failure
• Ability to provide remediation for security issues identified from network scans
• Can help install and troubleshoot many types of specialty research software
• Communicates both verbally and written in a respectful & attentive manner tailored to each customers needs
• Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner

FOR INTERMEDIATE CANDIDATES

• 2-5 years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
• 2-5 years of related experience in desktop support troubleshooting Linux and Windows-based systems

FOR SENIOR CANDIDATES

• 5 or more years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
• 5 or more years of related experience in desktop support troubleshooting Linux and Windows-based systems
  
  

  Desired Qualifications

  • Five or more years of related experience in technical support troubleshooting Linux-based systems
  • Experience in system design, documentation, implementation, and administration of Windows and the various distributions of Linux. An emphasis on Linux competency is highly desired for this role to support specialized research needs.
  • Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis, and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for Linux and Windows
  • 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
  • Experience with programming and statistical applications

  Work Locations

  FLEXIBLE WORK ARRANGEMENTS As part of the University of Michigans Future Work Initiative and the LSA Policy on Flexible Work Arrangements, this position may work on campus or a potential hybrid flexible schedule of both on-campus and remote.
  
  

  Underfill Statement

  This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

  Additional Information

  As one of the worlds great liberal arts colleges, LSA pushes the boundaries of what is understood about the human experience and the natural world, and we foster the next generation of rigorous and empathetic thinkers, creators, and contributors to the state of Michigan, the nation, and the world. To learn more about diversity, equity, and inclusion in LSA, please visit To learn more about LSAs Mission, Vision and Values, please visit The salary range is based on the experience and skills of the selected candidate.
  Intermediate: $51,500 - $64,343
  Senior: $63,131 - $78,915 Mission Statement The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.

  Background Screening

  The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

  Application Deadline

  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.

  U-M EEO/AA Statement

  The University of Michigan is an equal opportunity/affirmative action employer. PDN-9c0dc858-a2fd-474b-a8ea-8b7f01e6e47e