Desktop Support Specialist Associate

Information and Technology Services (ITS), Mi Workspace Neighborhood IT, University of Michigan | Ann Arbor, MI

Competitive salary based on qualifications, experience and education

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for 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 perform 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 fulfilling requests via documented process and standard procedures.

You may participate in an on-call rotation and perform occasional work during non-business hours and on weekends. You will report to a Desktop Support Manager or Supervisor in Mi Workspace Neighborhood IT.

• 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 to incidents and requests that meet customer expectations.
• Maintain accurate asset management records.

• Bachelor’s degree, preferably in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
• Minimum 1 year working 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).
• 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.

• Work primarily on-site on the Ann Arbor campus with some hybrid opportunities.
• Occasionally work during non-business hours and on weekends, or participate in an on-call rotation.
• Travel to locations on and off campus and move throughout buildings to deliver and retrieve computer hardware and parts.
• Move boxes and computer hardware weighing up to 50 lbs using proper safety techniques and equipment.