Desktop Support Specialist Sr

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How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should specifically address your interest in the position and outline particular skills and experience that directly relate to this position.

Job Summary

Computing and Multimedia Technologies (CMT), which is located at the Institute for Social Research (ISR) Survey Research Center (SRC), provides excellence in information technology services to research investigators and staff. The Computer Support Specialist provides end-user technology support for software, desktop and laptop hardware, videoconferencing, and printing.

Responsibilities*

Customer Support

Provide end-user support for customers who are using a variety of software, hardware, network, and equipment configurations including Windows, Linux, macOS, printing, handheld mobile devices, and peripherals. Assist with hardware and software purchases, and onboarding new faculty and staff. Respond to support request calls and emails, and conference room A/V problems. You will communicate the current state of requests with customers and team members. Monitor the ticket queues used by the team, and prioritize daily tasks to maintain support continuity.

Desktop Support

Install new computer hardware. Prepare new computers for deployment and reload existing computers. Install new software applications, and manage software updates. Investigate, diagnose and resolve hardware, software, security, and network problems. Coordinate repairs of computers and printers. Resolve issues between network ports and devices. Maintain inventories of computers, software licenses, and related supplies.

Documentation and Communication

Document routine procedures and maintain documentation. Train customers on basic functions of productivity and collaborative applications. Strive to improve all processes and customer interactions.

IT Security

Apply security patches and updates to computer operating systems and software applications in a timely manner to assure the integrity of supported systems. Identify potential security issues and recommend solutions in accordance with organizational data security policies. Coordinate incident response activities with unit IT security staff.

Required Qualifications*

A Bachelor's degree in an engineering, science, or technology field and/or applicable work experience or information technology certifications.

Demonstrated customer service experience.

Exceptional interpersonal and communication skills.

5 years of experience supporting computers running recent versions of the Microsoft Windows operating system in an Active Directory environment.

Demonstrated experience resolving desktop productivity software issues, network connection errors, and printing problems.

Experience troubleshooting computer and peripheral hardware problems.

An ability to work effectively in a team environment and independently with minimal supervision.

Desired Qualifications*

Experience supporting Apple computers running current and recent versions of the macOS operating system.

Experience supporting A/V equipment used for presentations or videoconferencing.

Experience implementing new services or technologies.

Experience providing IT support in a higher education environment.

Work Schedule

Monday - Friday, 8am to 5pm Onsite

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 thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) .

Underfill Statement

This posting may be filled at the Senior or Intermediate level, depending on experience and qualifications.

• Position at the Desktop Support Specialist Senior level will be filled at the $75,000 - $90,000 salary range

• Position at the Desktop Support Specialist Intermediate level will be filled at the $60,000 - $70,000 salary range

Additional Information

This job requires regularly scheduled on-site work to provide in-person IT support. Moving equipment up to 25 pounds may be required.

Job duties are performed during normal business hours, with occasional work outside of business hours for planned upgrades and best-effort response to major outages.

This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state, and local law, and/or university policies or agreements that require the university to implement specific privacy and security safeguards for protecting data

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

253987

Working Title

Desktop Support Specialist Sr

Job Title

Desktop Support Specialist Sr

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Onsite

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Inst Soc Research

Department

SRC-Comp & Multi-Media Tech

Posting Begin/End Date

9/04/2024 - 9/18/2024

Salary

$75,000.00 - $90,000.00

Career Interest

Information Technology

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