Desktop Support Specialist Associate

Summary

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the MiWorkspace Neighborhood IT support team as a Desktop Support Specialist Associate. MiWorkspace 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 MiWorkspace Neighborhood IT.

If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non-technical audience and want to be part of the best public university in the country, MiWorkspace is for you.

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information please visit our website:

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Maternity and Parental Leaves
• Vision and Dental Insurance

Responsibilities*

• 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 customers expectations
• Maintain accurate asset management records

Required Qualifications*

• 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 , etc.)
• 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/skill levels.

Physical Demands/Work Environment

• You will work primarily on-site on the Ann Arbor campus with some hybrid opportunities
• Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required
• Travel to locations on and off campus and move throughout various buildings to provide support and deliver/retrieve computer hardware and parts is required
• The ability to move boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipment

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the