The University of Michigan’s College of Literature, Science, and the Arts seeks a Desktop Support Specialist at an intermediate/associate level to join the LSA Technology Services team in Ann Arbor. This hybrid role provides critical desktop hardware and software support to faculty, staff, and students, handling incident resolution, asset management, and ongoing system maintenance within a dynamic teaching, learning, and research environment.

Job details

Location: Ann Arbor, MI (hybrid)
Salary: USD 41,600 - 64,600 per year
Education: Associate's degree
Posting ID: 279449

About the role

The LSA Technology Services Desktop Support team delivers technical assistance across the College of Literature, Science & the Arts, supporting a wide range of technology used in classrooms, laboratories, and offices. The team emphasizes building relationships within the community and partnering with stakeholders to address IT needs that support teaching, learning, and research across the physical sciences, social sciences, and humanities.

Responsibilities

Provide quality service and accountability while resolving incidents and meeting user needs
Establish strong customer and team relationships through clear communication and collaboration
Update tickets promptly, prioritize incoming work, and close tasks within defined timeframes
Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and devices
Track computer and device inventory to support accurate asset management
Plan and execute system maintenance, including software patches and upgrades
Monitor system availability, detect errors, and assess performance
Participate in cross-organizational projects to keep the environment current and secure
Serve as a resource for less technical staff, sharing knowledge to support development

Requirements

Associate's degree in a related field or equivalent combination of education, certification, and experience
Familiarity with Windows and macOS, software installs/removals, system file permissions, an enterprise-level ticketing system, system management tools, and backup/imaging of workstations
Ability to identify causes of simple technical problems and provide practical solutions
Capability to install software and troubleshoot basic issues
Understanding of computer components and how they interact, with the ability to troubleshoot failures
Capacity to remediate security issues identified from network scans
Strong verbal and written communication tailored to customer needs
Proven ability to develop and maintain positive relationships within and outside the team
0-2 years of technical support experience, including outstanding customer service and detailed documentation
0-2 years of related experience troubleshooting Windows/macOS/Linux systems
Two or more years of technical support experience with customer service and documentation
Two or more years of related desktop support experience for Windows/macOS/Linux
Ability to identify root causes and make customized recommendations based on customer needs
Experience installing and troubleshooting various specialty research software

Technologies

Windows, macOS, Linux
Enterprise-level ticketing system
System management tools
Specialty research software

About the team

The Desktop Support team focuses on partnership with faculty, staff, and students to meet IT needs in teaching, learning, and research across diverse disciplines, developing trustworthy relationships and ensuring IT services are up-to-date and secure.

About you

You enjoy ongoing learning and solving new challenges, taking time to investigate problems to completion. You are comfortable asking questions and advocating for answers to find root causes. Collaboration, clear communication, and building trust with teammates and the community are central to your approach. You stay organized in a dynamic environment, manage multiple tasks, and know when to escalate. You value documentation and regular administrative tasks to maintain accurate data for customers and partners.

Desirable qualifications

Experience supporting Linux-based systems
Understanding of server hardware, services, security, and administration
Experience supporting specialized research computing needs
Background in higher education support roles
Experience with programming and statistical applications

Modes of work

Positions may be eligible for hybrid or mobile/remote work at the department's discretion. Work agreements are reviewed annually and can change during the course of employment.

Work schedule

Flexible work arrangements are available, with potential hybrid on-campus and remote scheduling as part of the university's Future Work Initiative.

Underfill statement

This role may be filled at a lower classification depending on the selected candidate's qualifications.

Additional information

LSA emphasizes curiosity and discovery as drivers of progress in understanding the human experience and the natural world. Learn more about LSA's mission and values at lsa.umich.edu/strategicvision. The salary range reflects experience and skills; Associate level ranges from $41,600 to $52,000, while Intermediate ranges from $55,000 to $64,600.

Mission and screening

The University of Michigan aims to serve the people of Michigan and the world through excellence in knowledge and cultural advancement. Background checks are conducted after a contingent offer is accepted, in line with Fair Credit Reporting Act guidelines. The university is an Equal Opportunity Employer, with opportunities available to all applicants, including protected veterans and individuals with disabilities.

Application timeline

Job openings are posted for at least seven days, with review beginning as early as the eighth day. The posting may be closed or filled before the end of the posting period.

Desktop Support Specialist Intermediate/Associate

Job Description