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University of Michigan Health Sparrow

IT DESKTOP SUPPORT SPECIALIST

University of Michigan Health Sparrow
Lansing, MI Full time Posted 23h ago
Computer Skills Customer Support Desktop Support End User Support Field Service Hardware Support Help Desk Support Incident Management Information Technology (IT) IT Services ITSM Level II Onsite Phone Support Service Desk Specialist Technical Support Windows
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Job Description

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

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