Desktop Support Specialist Associate

Job Summary

Information and Technology Services (ITS) at the University of Michigan invites you to join the Mi Workspace Neighborhood IT support team as a Desktop Support Specialist Associate. Mi Workspace is the flagship desktop support provider at U-M on the Ann Arbor campus. You will be responsible for onsite support of Windows, Mac, mobile (iOS/Android) and print devices. Tasks include hardware and software troubleshooting, application installation, asset management, general network support, and fulfillment of requests via documented processes and standard procedures.

You may participate in an on‑call rotation and perform occasional work during non‑business hours and weekends. You will report to a Desktop Support Manager or Supervisor in Mi Workspace Neighborhood IT. If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non‑technical audience, and a desire to be part of the best public university in the country, Mi Workspace is for you.

• Provide technical support and service restoration, in‑person or remotely via phone/chat.
• Follow procedures to install, configure, troubleshoot, upgrade, and maintain workstations, software, printers, wireless devices, and peripherals.
• Deliver excellent customer service by managing and clearly communicating in support tickets to provide accurate, prompt resolutions that meet customers’ expectations.
• Maintain accurate asset‑management records.

• Bachelor’s degree, preferably in computer science, business computing, or a related field, or an equivalent combination of education, certification, and experience.
• Minimum one year of experience in a role providing end‑user technical support.
• Proficiency supporting Windows and/or Mac operating systems, mobile devices, and common business productivity applications (e.g., Google Workspace, Microsoft 365, etc.).
• Ability to perform day‑to‑day administration tasks, troubleshooting, root‑cause analysis, and service restoration.
• Excellent customer service skills.
• Ability to deliver clear messaging to a variety of audiences and skill levels.

• Generous time off.
• A retirement plan with two‑for‑one matching contributions.
• Many choices for comprehensive health insurance.
• Life insurance.
• Long‑term disability coverage.
• Flexible spending accounts for healthcare and dependent care expenses.
• Maternity and parental leaves.
• Vision and dental insurance.

• Primary onsite work on the Ann Arbor campus with some hybrid opportunities.
• Occasional work during non‑business hours and weekends; participation in an on‑call rotation may be required.
• Travel to locations on and off campus and movement across various buildings to provide support and deliver/retrieve computer hardware and parts.
• Ability to move boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipment.

Location:

Ann Arbor Campus, Ann Arbor, MI. Work Mode:
Hybrid.

Employment Type:

Full‑time. FLSA Status:
Nonexempt. Salary Range: $50,000 – $52,000.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.