Job Description

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.

What You'll Do
ABOUT THE JOB

The LSA Technology Services Desktop Support team provides technical support to faculty, staff, and students within the College of Literature, Science & the Arts. Our teams support a range of technology with a focus on teaching, learning, and research that occurs in our LSA physical science, social science, and humanities divisions. We build relationships within our community becoming a partner in IT needs.

Our work and our support is broad and diverse. The support we provide and the skills we learn are driven by the college's research mission. Your week may begin by helping with administrative tasks such as building new computers or doing software refreshes. Later in the week, you may be helping troubleshoot GPO issues on computers in a class lab or creating policies for managing games in an educational environment.

Our work is challenging but rewarding because every day is a different technical issue or problem to solve.

Role responsibilities include:

Demonstrate quality service and accountability while resolving incidents, meeting customer needs, and exceeding expectations
Establish customer and team relationships using effective communication and collaboration skills
Update current tickets in a timely manner, prioritize incoming tickets and existing work, and complete tickets within acceptable time frames
Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices
Track computer systems and device inventory in order to record accurate data for asset management
Analyze, plan, and implement system maintenance, including software patches and upgrades
Monitor systems for availability, error conditions, and performance
Participate in cross-organizational projects that ensure our environment is up-to-date and secure
Lead small team-based projects delivering projects on time, in scope, and within budget
Champion innovation & technical change initiatives within the organization
Contribute to service improvement decisions as aligned with greater organizational vision
Actively participate in the mentorship of other staff and invest in team success
ABOUT YOU

You love to tinker. You enjoy a job where you are constantly learning and tackling new challenges. You enjoy spending the time to thoroughly investigate problems to completion. You are secure in not always knowing the answer and see these opportunities as a time to develop your skills. You are willing to ask questions, seek input, and advocate for answers to find the root cause of technical problems. You take initiative in your own growth and want a role where you are provided a wide variety of opportunities to build your skill set.

You like working with people and being part of a team, collaborating with others, and actively sharing information with your teammates. You have excellent written and verbal communication skills and work to build trusting relationships with those around you. You take an active partnership with the people in your community to solve technical problems.

You are detail-oriented and can actively manage many tasks at once. You find working in a dynamic environment enjoyable. You are able to pick up, manage, and close support tickets in a timely manner for our customers. You know when to take partnerships when work is outside your current skill set. You take time each week to address administrative tasks so that we have accurate documentation, details, inventory, and data for our customers, business partners, and teammates.

You thrive in an environment where every day is a little bit different than the day before.

Who We Are
"At LSA, we wonder. We wonder why we are here. We ask how the universe works, and how we organize societies. We all wonder but the great professors and students use curiosity as a catalyst to find answers to the biggest questions. Wonder begins with a simple "why" and leads to discovery that advances science and society while shaping our world for the better." - Research | UM LSA College of LSA

Required Qualifications*
Bachelor's degree in a related field and/or equivalent combination of education, certification, and experience
Five years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
Five or more years of related experience in desktop support troubleshooting macOS/Windows-based systems
Technical knowledge of the installation, configuration, and troubleshooting process for software, hardware, end-user networking, and peripheral equipment in a networked environment
Familiarity with some or all of the following technologies: Windows, macOS, Linux OS, scripting, software installs, and removals, command line, system file permissions, enterprise level ticketing system, system management tools, backing up and imaging workstations
Ability to provide remediation for security issues identified from network scans
Can identify the root cause of technical issues and make customized recommendations based on customer need
Can help install and troubleshoot many types of specialty research software
Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner
Experience in leading small technical projects such as OS upgrades, hardware upgrades, or network maintenance
Experience training or developing staff in a technical and/or customer service capacity
Experience in creating & maintaining team documentation for training, processes, or services
Desired Qualifications*
Experience with developing service strategies & recovery plans
Five or more years of related experience in technical support troubleshooting Mac, Windows, or Linux based systems
Experience in system design, documentation, implementation, and administration of Windows, macOS and Red Hat Enterprise and other distributions of Linux
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis, and service restoration (such as backup, restore, failover, loginterpretation, and performance monitoring) for Windows, OSX, and/or Linux.
Understanding of server hardware and concepts including services, security, and administration
Demonstrated ability to support specialized research computing needs
Experience working in higher education in a support capacity
Experience with programming and statistical applications