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Please note: A cover letter and resume are required for consideration for this position. The cover letter should be included in the same document as your resume. It should specifically address your interest in this position and outline your particular skills and experience directly related to this position.

Job Summary

At CAEN - the college-level IT group for the College of Engineering at the University of Michigan - we have an opening for a knowledgeable and collegial desktop support person. You will join a group of dedicated IT professionals who provide uncommon IT support to several academic and administrative departments within the college.

In this position, you will work closely with faculty, staff and students across several world class academic departments and administrative units. Your supported departments will be located on North Campus and at the North Campus Research Complex.  You also will share expertise, resources and support responsibilities with the other support staff in the group.

We are looking for someone who loves helping customers in an academic setting, and who has good technical skills and experience administering computers using Windows, macOS and Linux.


For more information about CAEN, visit: caen.engin.umich.edu

Responsibilities*

Customer Support:

Provide end-user support for customers in a broad range of administrative, instructional and research environments. Train customers on basic functions of productivity and collaborative applications. Assist faculty and department purchasing staff with hardware and software purchases. Onboard new faculty and staff. Respond to support requests and conference room A/V problems. Communicate the current state of requests with customers and team members.

Desktop Support:

Install new computer hardware. Prepare new computers for deployment and reload existing computers using standard vendor operating system images and layered images developed locally. Install new software applications and apply software updates. Build and update group policy objects in Active Directory. Develop scripts to automate routine tasks. Investigate, diagnose and resolve complex hardware, software, security andnetwork problems. Coordinate vendor repairs of computers, printers and other devices. Request and track network port activations and VLAN assignments, and resolve issues between network ports and devices. Maintain inventories of computers, software licenses and related supplies.

Interdepartmental IT support:

Cross train within supported departments and provide coverage when embedded departmental IT staff are not available. Provide additional support in areas experiencing increased workload. Monitor the ticket queues used by the team, and prioritize daily tasks to maintain support continuity.

IT Security Management:

Serve as the local contact for IT security issues. Apply security patches and updates to computer operating systems and software applications in a timely manner to assure the integrity of supported systems. Share relevant security bulletins and vulnerability scan results with users of self-administered computers. Coordinate incident response activities with campus IT security staff.

Documentation and Communication:

Document routine procedures. Produce reports as required by supervisor or higher level authority. Inform customers of planned and unplanned IT infrastructure changes and events which may impact their productivity. Track IT spending. Advise departments of resolution of IT issues. Maintain online resources including departmental email groups and room scheduling calendars. Strive to improve all processes and customer interactions.

Server and System Administration:

Administer servers to provision file shares, manage access, apply patches and apply firmware updates. Maintain server accounts and permissions. Assist users with file management for local and server storage. Ensure that scheduled backups of system and data files on servers and desktops are running appropriately. Perform restores as requested.

Required Qualifications*

  • An Associate’s degree in an engineering, science, or technology field.

  • Demonstrated customer service experience.

  • Exceptional interpersonal and communication skills.

  • 2-3 years of experience supporting and administering computers running modern versions of the Microsoft Windows operating system in an Active Directory environment.

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

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

  • The selected candidate may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy and 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, FERPA and FISMA.

Desired Qualifications*

  • A Bachelor’s degree in an engineering, science, or technology field.

  • Experience administering computers and servers running multiple current distributions of the Linux operating system.  Experience writing and editing Linux command line shell scripts.

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

  • Experience using desktop management tools to administer dozens to hundreds of computers in a single IT environment.

  • Familiarity with desktop storage devices and backup technologies.

  • Experience providing IT support in a college or university environment.

Additional Information

  • Job requires completion of a general lab safety training course during the first three months of employment.

  • Job requires moving between multiple campus buildings on a periodic basis.

  • 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.

Mission Statement

Michigan Engineering’s vision is to be the world’s preeminent college of engineering serving the common good. This global outlook, leadership focus and service commitment permeate our culture. Our vision is supported by a mission and values that, together, provide the framework for all that we do. Information about our vision, mission and values can be found at: http://strategicvision.engin.umich.edu/

The University of Michigan has a storied legacy of commitment to Diversity, Equity and Inclusion (DEI). The Michigan Engineering component of the University’s comprehensive, five-year, DEI strategic plan—along with updates on our programs and resources dedicated to ensuring a welcoming, fair and inclusive environment—can be found at: http://www.engin.umich.edu/college/about/diversity

 

U-M EEO/AA Statement

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