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.
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.
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 building new computers or doing software refreshes. Later in the week, you may be helping troubleshoot GPO issues on computers in a class lab or creating policies for managing games in an educational environment.
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
- Lead small team-based projects delivering projects on time, in scope, and within budget
- Champion innovation & technical change initiatives within the organization
- Contribute to service improvement decisions as aligned with greater organizational vision
- Actively participate in the mentorship of other staff and invest in team success
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 take partnerships when work 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*
- Bachelor's degree in a related field and/or equivalent combination of education, certification, and experience
- Five years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
- Five or more years of related experience in desktop support troubleshooting macOS/Windows-based systems
- Technical knowledge of the installation, configuration, and troubleshooting process for software, hardware, end-user networking, and peripheral equipment in a networked environment
- Familiarity with some or all of the following technologies: Windows, macOS, Linux OS, scripting, software installs, and removals, command line, system file permissions, enterprise level ticketing system, system management tools, backing up and imaging workstations
- Ability to provide remediation for security issues identified from network scans
- Can identify the root cause of technical issues and make customized recommendations based on customer need
- Can help install and troubleshoot many types of specialty research software
- Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner
- Experience in leading small technical projects such as OS upgrades, hardware upgrades, or network maintenance
- Experience training or developing staff in a technical and/or customer service capacity
- Experience in creating & maintaining team documentation for training, processes, or services
Desired Qualifications*
- Experience with developing service strategies & recovery plans
- Five or more years of related experience in technical support troubleshooting Mac, Windows, or Linux based systems
- Experience in system design, documentation, implementation, and administration of Windows, macOS and Red Hat Enterprise and other distributions of Linux
- 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 Windows, OSX, and/or Linux. - 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 Michigan's Future Work Initiative and the LSA Interim Policy on Flexible Work Arrangements, this position may work on campus or a potential hybrid flexible schedule of both on campus and remote.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Additional Information
As one of the world's 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 lsa.umich.edu/lsa/dei.
To learn more about LSA's Mission, Vision and Values, please visit lsa.umich.edu/strategicvision.
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.
