Senior Desktop Support Specialist

The University of Michigan CAEN invites you to join a collaborative campus IT team in Ann Arbor, Michigan. This onsite Senior Desktop Support Specialist position provides frontline support across Windows, macOS, and Linux, including imaging and deploying new hardware, diagnosing end user issues, and keeping endpoints secure and up to date. The role offers a salary of USD 70,000 to 80,000 per year, a comprehensive benefits package, and a culture built on service, learning, and teamwork.

This is a full-time, regular, nonexempt on-site role based at the Ann Arbor campus.

Responsibilities

• Image and deploy new desktop hardware and peripherals to ensure ready-to-use devices.
• Coordinate network port activations and VLAN assignments, acting as the link between end-user devices and core network services.
• Support accurate inventories of hardware, software licenses, and departmental supplies to maintain fiscal accountability.
• Provide frontline end-user support to faculty, researchers, and staff across multiple campus locations with varied IT environments.
• Troubleshoot and resolve complex issues across Windows, macOS, and Linux, including printing, mobile devices, and common peripherals.
• Deliver high-touch service through attentive listening, clear questions, plain language explanations, and empowering users.
• Communicate status, timelines, and next steps proactively; document work and outcomes in the ticketing system.
• Identify recurring problems and contribute to documentation and process improvements to reduce repeat incidents.
• Educate faculty and staff on productivity and collaboration tools such as Google Workspace, Microsoft 365, Slack and Teams.
• Facilitate IT onboarding for new hires, ensuring hardware, software, and access permissions are ready for Day 1.
• Provide immediate hands-on troubleshooting for conference room AV systems and presentation technologies.
• Manage requests via phone, email, and in-person visits with prompt resolution and clear communication.
• Offer roving support across departments and collaborate with embedded staff to minimize single points of failure.
• Monitor and prioritize ticket queues to meet service level agreements during high-volume periods.
• Create and maintain standard operating procedures and provide performance updates for leadership.
• Act as a local point of contact for IT security incidents, coordinating with department and CAEN staff and campus security teams.
• Proactively apply security patches and monitor vulnerability scans to uphold system integrity.

Requirements

• Bachelor's degree in Engineering, Science, Technology or an equivalent combination of education and experience.
• At least five years of experience administering Windows (Active Directory), macOS, and Linux environments, including command-line scripting and desktop productivity troubleshooting; enterprise macOS experience with hardware and OS deployment.
• Experience with current Linux distributions (Ubuntu, RHEL, CentOS) and scripting in Bash or Python.
• Ability to manage hardware lifecycles and oversee hundreds of computers in a diverse environment.
• Solid knowledge of security fundamentals (patching, encryption, firewalls) and translating security policies into operational procedures.
• Strong incident assessment, communication, and documentation skills with a focus on improving post-incident processes.
• Experience establishing endpoint inventories and lifecycle management with consistent configurations across diverse devices.
• Strong understanding of TCP/IP and network troubleshooting.
• Commitment to excellent customer service and effective cross-team collaboration.
• Familiarity with desktop storage devices and modern backup technologies.

Technologies

• Windows
• macOS
• Linux
• Active Directory
• Ubuntu
• RHEL
• CentOS
• Bash
• Python
• Group Policy Objects
• Google Workspace
• Microsoft 365
• Slack
• Teams
• CrashPlan
• NAS

Benefits

• Generous time off
• A retirement plan with two-for-one matching contributions and immediate vesting
• Multiple health insurance options
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care
• Maternity and parental leave