Desktop Support Specialist Intermediate​/Associate

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.

The LSA Technology Services Desktop Support team provides technical support to faculty, staff, and students across the College's research missions. Responsibilities include assisting with printer support, building computers, performing software refreshes, troubleshooting systems for research equipment, and maintaining computer and device inventories.

• Demonstrate quality service and accountability while resolving incidents and meeting customer needs.
• Establish relationships and communicate effectively with customers and team members.
• Update tickets in a timely manner, prioritise incoming work, and complete tickets within acceptable time frames.
• Install, configure, customise, troubleshoot, integrate, and maintain systems, software, and devices.
• Track computer systems and device inventory for asset management.
• Plan and implement system maintenance, including patches and upgrades.
• Monitor systems for availability, error conditions, and performance.
• Participate in cross‑organizational projects to keep the environment secure and up‑to‑date.
• Provide technical guidance to less technical staff.

You love to tinker, learn continuously, and tackle new challenges. You investigate problems thoroughly, ask questions, and advocate for solutions. You collaborate with others, build trusting relationships, and manage multiple tasks in a dynamic environment. You are detail‑oriented, willing to expand your skill set, and recognise when to escalated work beyond your current expertise.

• Associate’s degree in a related field or equivalent combination of education, certification, and experience.
• Familiarity with Windows and macOS, software installs/removals, system file permissions, enterprise ticketing, system management tools, and backing up imaging workstations.
• Ability to identify simple technical problems and provide practical solutions.
• Basic software installation and troubleshooting skills.
• Understanding of computer components and their interaction.
• Remediation for security issues identified from network scans.
• Respectful and attentive verbal and written communication.
• Positive relationships inside and outside the team.

• Technical support experience providing outstanding customer service and accurate documentation.
• Experience troubleshooting Windows/macOS/Linux based systems.

• Proof of 2+ years of technical support with outstanding customer service and accurate documentation.
• Experience troubleshooting Windows/macOS/Linux based systems.
• Root‑cause analysis and customised recommendations.
• Support for specialty research software.

• Experience with Linux‑based system troubleshooting.
• Understanding of server hardware and services.
• Support for specialised research computing needs.
• Experience in higher‑education support capacity.
• Programming and statistical application skills.

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.