IT DESKTOP SUPPORT SPECIALIST

Based in Lansing, Michigan, the IT Desktop Support Specialist role supports University of Michigan Health Sparrow by providing on-site and field assistance for PCs, hardware, software, and peripherals. Under general supervision, with on-call coverage and escalation, you will diagnose issues, assist users, and ensure timely resolutions that keep technology running smoothly for both clinical and administrative teams.

Responsibilities

• Answer calls promptly and within defined timelines to maintain high service availability for customers.
• Provide Level I (phone) and Level II (field) support for problem tickets and logs using the current ticketing system, including clear problem descriptions and resolution notes when closing or escalating.
• Perform Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.
• Maintain working knowledge of Windows-based software applications.
• Participate in 24-hour on-call and Tech On-Call pager coverage; respond to pages as needed.
• Demonstrate strong customer service in all interactions.
• Document installation instructions and troubleshooting steps for reference.
• Transport equipment using Sparrow services or the associate’s own vehicle.

Requirements

• A+ Certification with demonstrated skill set, or 4 years of experience in an IT field service role.
• Valid driver’s license and reliable transportation.
• Microsoft certifications such as MCDST or MCP preferred.
• At least one year of experience in a Helpdesk Level II (field) support role.
• High school diploma or GED; associate degree in Computer Science, Information Technology, or closely related field preferred.
• Knowledge of operating system software.
• Strong oral and written communication, problem identification, and problem-solving skills.
• Excellent customer service skills and a positive, cooperative, motivated attitude.
• Understanding of general networking and topology architectures.
• Shift: Days.
• Status: Full-time.
• Experience Level: New Grad.
• Facility: Match Any.

Technologies

• Windows