A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position, your salary requirements, and outline skills and experience that directly relate to this position.
ABOUT THE STEPHEN M. ROSS SCHOOL OF BUSINESS
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 develop leaders who make a positive difference in the world. Through thought and action, members of the Ross community drive change and innovation that improves business and society.
Ross is consistently ranked among the world's leading business schools. Academic degree programs include the BBA, MBA, Part-time MBA (Evening and Weekend formats), Executive MBA, Global MBA, Master of Accounting, Master of Supply Chain Management, Master of Management, and PhD. In addition, the school delivers open-enrollment and custom executive education programs targeting general management, leadership development, and strategic human resource management.
About Ross IT
Ross IT provides the Michigan Ross community with a comprehensive suite of technologies, web-based business solutions, and support to help our shared instructional, research, administrative and service missions.
The Desktop Support Specialist provides a single point of contact for end users to receive support within the Ross IT environment. This support involves, IT technical and functionality support, service requests, questions, training, event AV assists, devices, software and troubleshooting for Ross faculty, staff, and students. This position works with a team to provide excellent customer service and efficient solutions for technical needs. The position reports to the Director of Support Services for Ross IT.
PLEASE NOTE: The hours of the position are Tuesday – Thursday 12:30 PM – 9:30 PM, Friday 11 AM – 8 PM and 7:30 AM – 4:30 PM Saturday
Install, upgrade, support, and troubleshoot workstations, laptops and other supported hardware, Windows 7 and 10, Office 2016 as well as other authorized and supported desktop applications and peripheral equipment.
Provide instruction, technical advice, general audio/visual, and computing support to end-users, which includes familiarizing users with basic software, AV technology, classroom technology, hardware and peripheral device operation.
Assist in the recommendation, ordering, installation, operation and maintenance of all computer hardware and software used by Ross School of Business faculty and staff.
Develop and maintain a sound understanding for approved operating systems, application software and standard devices.
Diagnose and resolve issues which include but are not limited to hardware, software, printing, classroom technology, and network problems for individual users.
Effectively use approved diagnostic tools to diagnose network connectivity, image, printing, software configuration, and peripheral device, issues within the environment, utilizing next practice or approved troubling shooting methodology steps, such as bottom-up, top-down, or divide and conquer.
Support maintain and operate classroom audio/visual equipment assisting with audio/video computer and rich media technology and camera work in classrooms and other instructional/study/event spaces.
Actively take ownership of IT support tickets created and assigned. Accurately record work performed and troubleshoot issues for timely resolutions or escalate to proper tier 2 support team. Creation of support tickets involve phone calls, emails, in-person, walk-up center or self-generated.
Assist with and provide coordination and setup related to IT preparation and handling of designated school events, and renovations. Contact, coordinate, and follow-up with external vendors for day-to-day purchases and repairs.
Specify and perform regularly scheduled maintenance procedures on all computers, audio/visual components and equipment.
Prepare necessary documentation, knowledge base articles, and reports as required.
Develop trends by monitoring and analyzing incoming calls, and support requests and then work with team members on immediate support strategy and service levels.
Participate in departmental planning.
Provides technical support and service restoration for daily operations and project efforts.
Assist in supporting some exception and specialty systems (e.g. customized configurations), which includes but is not limited to: installs, configurations, customizations, troubleshoots, upgrades, integrates, and maintains systems, software, workstations, printers, wireless devices, handheld devices, and peripherals.
Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration.
Keep accurate and up-to-date records of equipment inventory, which includes but is not limited to tracking the various life cycle stages for equipment from purchase to retirement, involving both end user and locations.
Contributes to hardware, software, and service enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technology, and recommending proactive improvements.
Develops and edits customer and technical support knowledge base documentation.
Customer Relationship Management
Meet with faculty, staff, students, guests and others to provide instruction, technical advice and basic computing support on the proper setup and use of standard equipment, classroom technology, and supported software.
Prepare the necessary documentation and guides to support the efficient and reliable use of all equipment.
Development of Self and Others
Stays current with relevant advances in technologies.
Responsible for maintaining and updating knowledge or IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing.
Develops and follows next practices and procedures and shares knowledge with team members. Mentors staff.
Bachelor degree in computer science or relevant technology field and minimum 2 years of experience in a related field with relevant professional experience supporting user PCs at the hardware, software and operating systems or equivalent combination of education and related experience required.
Contributes to a positive work community by approaching work with diversity, equity, and inclusion in mind; treats others with respect, dignity, and in a manner where individuals feel they belong; listens, values feedback, and learns from the perspectives of others.
Proven customer service and effective time management, planning and organizing skills.
Work effectively in a team environment and maintains a professional demeanor in handling all IT support requests and responsibilities.
Minimum 2 years of experience with taking support calls and resolving them in a call center, helpdesk or service desk environment.
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration
Proficiency with some or all of the following technologies: Win7, OSX 10.x, Microsoft Office, browser's, local account management, scripting, installs and removals, registry, command line, help ticket system, system management tools.
Broad knowledge of computer hardware and software.
Demonstrated strong organizational and interpersonal skills.
Ability to work collaboratively, independently, and as a member of a team environment; assume responsibility, exercise good judgment and communicate effectively.
Ability to work effectively in a dynamic environment with multiple and sometimes conflicting priorities
Excellent analytical, problem-solving and decision-making skills
Microsoft certifications at the Professional (MCP) or Desktop Support Technician (MCDST).
Proficient use of computer applications in word processing, spreadsheets, graphics and presentation software.
Knowledge of VPN, mobile devices and printers.
Some experience with AV technologies such as projectors, microphones and document scanners.
Experience working in higher education in a support capacity.
Skills testing may be required.
Physical Demands/Work Environment
Requires the ability to walk to various locations to conduct work and deliver materials
The person in this position occasionally moves through the facility to attend meetings/events and access files or information
The person in this position routinely moves equipment weighing up to 40 pounds to various locations within the Ross complex
May require work during early mornings, nights, and/or weekends
Michigan Ross values a culture of diversity, equity, and inclusion. We are committed to the development of diverse and culturally intelligent staff who thrive and contribute to a positive and inclusive environment.
The statements included in this description are intended to reflect the general nature and level of work assigned to this classification and should not be interpreted as all-inclusive.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 159798
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.