How to Apply
A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file, due to system limitations.
Job Summary
The Stephen M. Ross School of Business at the University of Michigan is a diverse learning community grounded in the principle that business can be an extraordinary vehicle for positive change in today's dynamic global economy. The Ross School of Business mission is to build a better world through business. Through our powerful ideas, purpose-driven leaders, and positive impact, we empower business leaders to improve the world. Learn more about Ross HERE.
You will be on-site in Ann Arbor, MI. For a full job description, see link here. For questions about this role, email [email protected].
Purpose:
The Desktop Support Specialist delivers end-user assistance and support for business technology, classroom technology, and audiovisual support needs by managing relationships and providing technical support. This includes consultation, guidance, diagnosing, troubleshooting, and resolving technology, software, and hardware issues. You will report to the Desktop Support Senior Supervisor and work as part of a team that supports team members and the Ross community.
Note: This is an hourly, full-time position, requiring 40 hours per week. The schedule is Tuesday through Friday, from 12:30 PM - 9:30 PM, and Saturday, from 8:00 AM - 5:00 PM. Due to the afternoon shift on Tuesday through Friday, this role qualifies for a shift premium.
Responsibilities*
Relationship Management (55%)
Team Building:
- Collaborate, build, support and grow team success and dynamics by:
- Share knowledge to foster continuous learning and improvement.
- Communicate openly, listening actively, and providing/receiving constructive feedback.
- Share responsibilities, contributing to team goals.
- Approach challenges positively, using resources and team input.
- Motivate and support team members, contributing to a culture of gratitude.
- Engage in service improvement initiatives and seek new opportunities.
Customer Relationships:
- Collaborate with customers to gain and build an understanding of needs and requests.
- Using technical and functional knowledge working with other Ross IT teams, integrate them into organizationally aligned solutions.
- Deliver consistent, high-quality service aligned with customer relationship goals.
- Proactively address customer concerns and provide timely solutions.
- Build respectful, professional customer relationships with clear, tailored communication.
Technical Support (45%)
Classroom Technology and AV Support:
- Provide technical guidance on integrating classroom technology to meet functional needs.
- Set up classroom technology, offer support, and implement workarounds to ensure functionality.
- Support and troubleshoot classroom technology and AV infrastructure, resolving issues to minimize disruptions.
- Perform routine maintenance and updates on equipment.
- Respond to classroom technology support requests.
- Offer technical advice on projects and renovations.
- Perform maintenance functions involving classroom technology.
Event Support:
- Coordinate events to align with technical and functional requirements.
- Provide technical recommendations during event planning.
- Set up event technology and integrate with external vendors.
- Offer technical support before and during events, collaborating with organizers.
Walk-Up Center:
- Provide in-person and remote tech support for students, faculty, and staff.
- Manage IT service desk phone coverage and loaner equipment disbursement.
- Serve as the first point of contact for ticket routing and categorization.
Device Support:
- Recommend, order, install, and maintain technology devices for faculty and staff.
- Diagnose and troubleshoot hardware, software, and network issues.
- Collaborate with IT teams and external vendors on technology solutions.
- Support specialty systems, including installation, configuration, and maintenance.
- Maintain knowledge base documentation, simplifying technical information for users.
- Maintain asset tracking system and participate in end-of-life projects.
Development of Self and Others:
- Stay updated on industry trends and mentor staff to build cross-functional skills.
Required Qualifications*
- Bachelor's degree in computer science, a related technical field and 2+ years of experience supporting user computing devices (hardware, software, and operating systems); or equivalent combination of education and experience.
- 2+ years of experience handling and resolving support calls in a call center or service desk environment.
- Proficiency with technologies including Windows 10/11, Mac OS X, Microsoft Office 2021, browsers, account management, scripting, installs/removals, registry, command line, help ticket systems, and system management tools.
- Strong skills in word processing, spreadsheets, graphics, and presentation software.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Additional Information
Benefits at the University of Michigan
In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:- Generous time off (Vacation, Holidays, Season Days)
- A retirement plan that provides two-for-one matching contributions with immediate vesting
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses - Flexible Work Program
- Ross Onsite Fitness Center
Salary Information: The posting range for this position is $57,600 to $71,050. This posting range reflects multiple factors involved in determining compensation, such as skills, experience, training, certifications, and other organizational needs. At Ross, it is not common for new hires to be offered a salary at the upper end of the range. Compensation decisions are based on the details of each situation.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
