Support Technician Associate

A cover letter is required for consideration for this position. For the Career Portal system to accept a cover letter, please include a cover letter as the first page of your resume document. The cover letter should specifically address why you are interested in this position and describe specific skills and experiences you have and directly relate them to the responsibilities of, and qualification for, this position.

Working at the University of Michigan Institute for Social Research ( ISR ) means being a part of a team committed to discovery and understanding. It means working for the world's largest academic social science survey and research organization, and doing work that really matters to social science in the public interest. The Survey Research Center (SRC) is a collaborative community that conducts cutting-edge research that focus on critical societal issues such as aging, health disparities, and social networks.

This position is in the Technical Services Group (TSG) within the Survey Research Operations (SRO ). SRO is the operations branch of the Survey Research Center ( SRC ) at the ISR.

TSG is responsible for the development and support of systems and tools used to manage survey and data collection operations including managing sample/participant lists, creating computer assisted data collection instruments, contacting participants, managing resources, reporting, and quality assurance.

We are seeking a Desktop Support Specialist Associate to join TSG. This position provides a variety of technical support services to SRO interviewers and project teams engaged in preparing for and conducting primary data collection activities. This position would report to the Desktop Support Manager;
David Bolt.

Technical Support & Troubleshooting

Provide first-tier technical support to field interviewers, the Survey Services Lab, and SRO staff.

Respond to, diagnose, and resolve technical support tickets related to laptop systems, cell phones and applications, and other issues via telephone, email, or walk-in.

Troubleshoot and repair laptop hardware, peripherals, and software applications on both Windows and Android operating systems.

Provide after-hours on-call support on a rotating basis.

Collaborate with developers, data managers, other IT staff, and departments to ensure seamless integration and support of technology.

Systems Maintenance & Deployment

Install, configure, and maintain operating systems, software applications, and hardware equipment.

Deploy new computer systems and mobile devices.

Provide DUO and Mobile Device Management (MDM) support and administration.

Perform routine maintenance tasks including software updates and hardware checks, and create, maintain, and deploy system images.

Follow established IT protocols, procedures, and security guidelines in all activities.

Provide system monitoring and reporting

Project, Training & Documentation

Maintain accurate documentation of incidents, configurations, and procedural information.

Design, implement, and report on testing plans related to custom and third-party hardware and software applications.

Coordinate system releases of new and updated software to users and evaluate possible action plans for addressing test failures.

Prepare advanced user instructions for handling data collection systems and application issues; assist in the development of technical documentation and specifications.

Educate and train users on best practices, new technologies, and software tools.

Support in-person off-hour and weekend trainings occasionally.

Travel to remote locations when needed to support offsite trainees and field operations.

Maintain and update web pages related to IT support and technical documentation.