IT Support Specialist

Location:

This is a hybrid role and requires 3 days in the office in Ann Arbor, Michigan.

This position does not have supervisory responsibilities or direct people management responsibilities.

The National Center for Manufacturing Sciences (NCMS) is a cross-industry technology development consortium, dedicated to improving the competitiveness and strength of the U.S. industrial base. As a member-based organization, it leverages its network of industry, government, and academic partners to develop, demonstrate, and transition innovative technologies efficiently, with less risk and lower cost.

NCMS enables world-class member companies to work effectively with other members on new opportunities – bringing together highly capable companies with providers and end-users who need their innovations and technology solutions. NCMS members benefit from an accelerated progression of idea creation through execution.

The IT Support Specialist provides timely and effective technical support to NCMS staff. This role is responsible for resolving hardware and software issues, supporting end users, and delivering basic training. Success in this position requires strong communication skills, the ability to manage multiple priorities, and a customer-focused approach.

• Provide first-line, ticket-based technical support for hardware, software, and connectivity issues, both onsite and remotely, via phone, email, and the IT ticketing system.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, and peripheral equipment.
• Install, configure, and troubleshoot Windows operating systems, standard applications, and approved third-party software.
• Perform routine and preventive maintenance to ensure optimal performance and reliability of computing equipment.
• Set up, configure, and deploy new workstations and devices in accordance with organizational standards.
• Maintain accurate inventory records for hardware, software licenses, and peripherals; support asset tracking and lifecycle management.
• Assist with onboarding and offboarding activities, including user account setup, permissions, and equipment provisioning.
• Provide support for Microsoft 365 applications (e.g., Outlook, Teams, One Drive) and escalates issues when necessary.
• Foster strong technical partnerships with IT and MIS teams to collaboratively diagnose and resolve complex technical issues.
• Document support activities and contribute to internal knowledge base resources to promote consistency and self-service.
• Deliver professional, responsive customer service in all user interactions.
• Provide technical support for meetings and conference room setups.
• Assist with office moves, including relocation and setup of technical equipment.
• Perform other duties as assigned.

• Must be a citizen of the United States.
• Must have or be eligible to obtain government security clearance.
• Must be fully vaccinated against COVID-19 unless legally exempt.
• Flexibility to work a hybrid schedule; three days in the office & two days home.
• 3 years of experience in IT support, help desk, or technical troubleshooting.
• Proficiency with Windows 10/11, basic networking concepts (IP, DNS, DHCP), and device imaging.
• Familiarity with Microsoft 365 applications and user account management.
• Experience with device management platforms (e.g., Microsoft Intune, SCCM).
• Experience supporting mobile devices (iOS, Android) in a business environment.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent organizational, communication, and customer service skills.
• Experience working with help desk or ticketing systems.
• Relevant certifications such as CompTIA A+ or Microsoft Certified are preferred.

• Ability to remain in a stationary position for extended periods while working at a computer.

This position is contingent upon the successful completion of a background screening, which may include checks for criminal history, driving records, financial history, and education verification as permitted by law.