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.
