Desktop Support Specialist Associate

Miworkspace Desktop Support Specialist AssociateInformation 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.ResponsibilitiesProvide technical support and service restoration, in-person or remotely via phone/chatFollow 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 expectationsMaintain accurate asset management recordsRequired QualificationsBachelor's degree, preferably in computer science, business computing or a related field or equivalent combination of education, certification, and experienceMinimum 1 year working in a role providing end user technical supportProficiency supporting Windows and/or Mac operating systems, mobile devices, and common business productivity applications (e.g. Google Workspace, Microsoft 365, etc.)Ability to perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restorationExcellent customer service skills.Ability to deliver clear messaging to a variety of audiences/skill levels.Why Work at Michigan?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 offA retirement plan that provides two-for-one matching contributionsMany choices for comprehensive health insuranceLife insuranceLong-term disability coverageFlexible spending accounts for healthcare and dependent care expensesMaternity and Parental LeavesVision and Dental InsuranceModes of WorkPositions 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 work modes.Additional InformationPhysical Demands/Work EnvironmentYou will work primarily on-site on the Ann Arbor campus with some hybrid opportunitiesOccasionally work during non-business hours and on weekends, or participation in on-call rotation may be requiredTravel to locations on and off campus and move throughout various buildings to provide support and deliver/retrieve computer hardware and parts is requiredThe ability to move boxes and computer hardware weighing up to 50 lbs across campus and/or within buildings while using proper safety techniques and equipmentU-M EEO StatementThe University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.