Desktop Support Specialist

Job Summary

Join us at CAEN, the University of Michigan College of Engineering's IT organization, as a Desktop Support Specialist providing front-line technical support to faculty, staff, and students. Reporting to the Desktop Support Manager, you'll serve as a primary point of contact, troubleshooting hardware, software, and connectivity issues across Windows, macOS, and Linux in offices, classrooms, labs, and research environments. Responsibilities include imaging and deploying new computers, diagnosing and resolving network and printing issues, supporting AV/classroom technology, and ensuring endpoints are secure and up to date.

You'll be expected to approach every interaction with patience, listening attentively, explaining solutions clearly, and ensuring users feel both supported and empowered. The ideal candidate is customer-focused, collaborative, and able to communicate effectively with users at varying levels of technical experience.

• Customer Support
  • Provide front-line end-user support to a diverse customer base across multiple campus locations and varied local IT environments, with an emphasis on higher-education needs for faculty, researchers, and staff.
  • Troubleshoot and resolve issues across Windows, macOS, and Linux systems, including support for printing, mobile/handheld devices, and common peripherals (docks, displays, keyboards/mice, webcams, etc.).
  • Deliver high-touch service in every interaction, with the patience of an "Apple Genius Bar" specialist listening attentively, asking clarifying questions, explaining solutions in plain language, and ensuring users feel supported and empowered.
  • Communicate clearly and proactively with customers and teammates on issue status, timelines, and next steps; document work and outcomes in the ticketing system.
  • Identify recurring problems and contribute feedback, documentation, and process improvements that reduce repeat incidents and improve the customer experience.
• Desktop Engineering & Infrastructure
  • Prepare, image, and deploy new computer hardware and peripherals.
  • Manage network port activations and VLAN assignments, acting as the bridge between endpoint devices and core networking.
  • Assist with maintaining accurate inventories for hardware, software licenses, and departmental supplies to ensure fiscal accountability.
• End-User Support & Training
  • Train faculty and staff on productivity and collaboration tools (e.g., Google Workspace, Microsoft 365, Slack/Teams).
  • Facilitate IT onboarding for new hires, ensuring all hardware, software, and access permissions are ready for Day 1.
  • Provide immediate, hands‑on troubleshooting for conference room audiovisual systems and presentation technologies.
  • Manage incoming requests via phone, email, and in-person visits with a focus on prompt resolution and clear communication.
• IT Security & Compliance
  • Act as a local contact for IT security incidents, coordinating directly with department and CAEN staff and campus security teams.
  • Proactively apply security patches and monitor vulnerability scans to ensure system integrity.
• Operational Continuity & Documentation
  • Provide “roving” support to various departments, cross‑training with embedded staff to eliminate single points of failure.
  • Monitor and prioritize ticket queues to ensure Service Level Agreements (SLAs) are met during high‑volume periods.
  • Author and maintain standard operating procedures (SOPs) and produce performance reports for leadership.

• Associate's degree in a technical field (Engineering, Science, or Technology) or an equivalent combination of education and experience.
• 2+ years of experience administering Windows (Active Directory), macOS, and Linux systems, including command-line scripting and desktop productivity troubleshooting.
• Ability to manage hardware life cycles and use tools to oversee hundreds of computers in a diverse environment.
• Working knowledge of security fundamentals (patching, encryption, and firewalls) and the ability to translate institutional security policies into operational procedures.
• Skills in incident assessment, communication, and documentation, with a focus on post-incident process improvement.
• Experienc…