How to Apply
A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:
- Specifically outline the reasons for your interest in the position and
- Outline your particular skills and experience that directly relate to this position.
Starting salary may vary depending on qualifications and experience of the selected candidate
The Information and Technology Services (ITS) Neighborhood IT has an exciting opportunity to join our Neighborhood IT team as a Desktop Support Specialist Associate to support MiWorkspace, a key strategic initiative. As a member of the Neighborhood IT team, the selected candidate will participate in tier two production support operations for the MiWorkspace service and be responsible for supporting customers at all levels, including the executive level, for their hardware, software, networking, storage and security needs in a complex computing environment. This role requires a positive attitude, ability to focus, a drive to produce results and the ability to work independently to provide excellent customer service and effectively manage customer relationships in a constantly changing and evolving environment. This position reports to a Neighborhood IT Desktop Support Manager responsible for supporting various departments across campus.
For more information about Information and Technology Services (ITS), please visit our website: http://www.its.umich.edu/
As a Neighborhood IT team member in the ITS organization within the University of Michigan, the selected candidate's key responsibilities include, but are not limited to, the following:
- Provides Tier 2 technical support and service restoration for daily operations and project efforts. Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate and maintain systems, software, workstations, printers, wireless and handheld devices, network and port configuration, host-based firewalls and peripherals. Supports and collaborates with team members and other technical staff. Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration. Actively monitors systems for availability, error conditions, adequate space allocation, backup integrity and performance.
- Actively coordinates with team members and other service support groups to resolve incidents and requests effectively within service level expectations. Utilizes enterprise level service management tools to update and capture meaningful information to establish standards and metrics to support future resolutions of incidents and requests.
- Collaborates with team members and customers and contributes to the effort to develop, design, implement and continuously improve systems. Promotes cooperation and customer relationships by coordinating with customers, the Neighborhood IT team and other technical staff to plan operational and project work.
- Works on more than one task at a time and manages work effectively by prioritizing one's own assignments, schedules and meetings, resulting in timely completion of work. Work assignments include resolving issues with multiple components (e.g. hardware, operating systems, applications and network) and integration of components, as well as requiring understanding of the service bundle (e.g. file storage, networking, security). Resolves problems independently, seeking assistance when necessary. Proactively anticipates and resolve problems and creates conditions and processes to support change.
- Contributes to hardware, software and services enhancements by identifying when established procedures are not working or there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
- Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software and technical services. This can include on-the-job training, attending technical courses or conferences, reading, research and testing. Develops and follows best practices, procedures and shares knowledge with team members.
While not limited to the following, in this role the successful candidate will be expected to demonstrate the following organizational competencies:
- BUILDING RELATIONSHIPS / INTERPERSONAL SKILLS: Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of work group, interacting in a friendly, open, honest and accepting manner. Maintains agreed upon levels of confidentiality. Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.
- CREATIVE PROBLEM SOLVING / STRATEGIC THINKING: Demonstrated ability to prevent and solve simple problems, seeking help from others when required.
- COMMUNICATION: Demonstrated ability to communicate clearly and effectively via email, letters and in person to teams and customers. Uses appropriate methods of communication (face-to-face, etc.) to achieve desired results.
- QUALITY SERVICE: Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service. Demonstrated ability to see issues from the customer’s perspective assesses urgency of requests and responds accordingly.
- DEVELOPMENT of SELF and OTHERS: Demonstrated initiative in participating in growth opportunities for continuous development and improvement. Demonstrated ability to apply new skills/knowledge to the job.
- FLEXIBILITY / ADAPTABILITY to CHANGE: Understanding and accepting the need for change, cooperating in implementation and constructively voicing concerns and proposing alternatives. Ability to assist in the implementation of changes within established and changing deadlines.
- Bachelor’s degree in computer science, business computing or a related field or equivalent combination of education, certification and experience.
- Experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently to successfully install, configure, maintain and support Windows and/or Mac desktop operating systems and layered software.
- Familiarity with some or all of the following technologies: Windows 7/8/10, OSX 10.x, Microsoft Office, Browsers, Local Account Management, Scripting, Installs and removals, Registry, Command line, Help ticket system, System Management Tools.
- 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, log interpretation and performance monitoring) for at least one of the following platforms/systems: Windows or Mac.
- Familiarity with current computer technology and applications (e.g. word processing, spreadsheet and collaboration applications).
- Broad, multi-disciplinary infrastructure background.
- Experience supporting both Windows and Mac systems.
- Experience utilizing enterprise level system management tools (such as SCCM).
- Experience supporting executives.
Work Schedule / Locations
Punctual, regular and consistent attendance is required. May require a flexible work schedule and working during non-business hours based on business needs. Requires on-call availability outside normal working hours. Will require travel to various locations on campus.
Must be able to remain stationary for a normal period of time, routinely moves throughout an office environment and the ability to conduct a normal amount of work at a computer. The selected candidate must regularly move throughout the office and building environment, must frequently operate a computer to complete work and tasks, and may be required to move equipment weighing up to 50 pounds.
The person selected for this role 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, including but not limited to ITAR, EAR, HIPAA and FISMA. Responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
Diversity, Equity and Inclusion:
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more at https://hr.umich.edu/benefits-wellness
- The University of Michigan is ranked No. 4 on Kiplinger's list of 100 Best Values in Public Colleges, moving up one spot from last year.
- The University of Michigan is ranked No. 2 public university in the United States and 27th overall in a survey announced 09/27/2017 by The Wall Street Journal and Times Higher Education.
- The University of Michigan maintained its ranking as the No. 4 public university in U.S. News & World Report's 2018 annual list of the nation's best undergraduate colleges and universities.
- The University of Michigan was featured as one of the "Great Colleges to Work For" in the 2017 Chronicle of Higher Education.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.