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Desktop Support Specialist Intermediate

Expired Job

University Of Michigan Ann Arbor , MI 48103

Posted 2 months ago

Clicking "Apply Now" opens the link in a new window.Job Summary

The target salary range for the position is $45,000-$64,000. The actual salary offered may be higher based on the qualifications and experience of the selected candidate.

This job provides high-touch customer oriented IT support in the College of Literature, Science, and the Arts (LSA) at the University of Michigan. The primary role for this is providing desk-side IT support as a field technician in a subset of LSA academic departments. Customers include faculty, staff, and students in administrative, academic, and research environments. Because of the wide-ranging constituency, customer service, and excellent communication is of primary focus. A successful applicant should have a high level of effective communications knowledge and experience -- both written and verbal -- to quickly offer appropriate assistance to correspond to a customer's ability, with the appropriate priority. This successful applicant will exhibit proficiency with multiple platforms, workflows, applications, and networks. As this environment is dynamic, the applicant should be capable of staying focused and on-task while keeping productivity interruptions to a minimum.

Responsibilities*

Project implementation. Collaborate with and gather technical requirements to provide robust and sustainable IT solutions. Provide consultation on application/system interactions and dependencies. Conduct analysis, planning, testing, and implementation of hardware and software solutions. Develop and document procedures and maintenance plans for the team and technical staff.

Proactive administration. Collaborate and advise on technical features and processing options. Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technology. Recommend improvements in current processes.

Production Support. Provide technical systems support and service restoration. Analyze, plan, and implement system maintenance, including software patches and upgrades. Support and collaborate with other technical staff. Monitor systems for availability, error conditions, and performance.

Problem Resolution. Perform root-cause analysis by investigating, analyzing, and resolving system problems, poor performance, and error conditions. Consult and coordinate activities with senior staff to troubleshoot and resolve problems.

Professional Development. Stay current with relevant advances in technologies. This could include: on-the-job training, attend technical courses or conferences, read, research, and test. Develop and follow best practices and procedures and share knowledge.

Required Qualifications*

Education

Bachelor degree in a related field and/or equivalent combination of education, certification and experience.

Organizational Competencies

Requirements for this position are based largely on the UM Professional Competencies model. Demonstrated proficiency in each of the seven competencies below is required, with candidates required to meet the majority of the items listed in each of the seven competencies.

Building Relationship / Interpersonal Skills

  • Demonstrated ability to develop and maintain positive relationships, inside and outside of work group, interacting in a friendly, open, honest, and accepting manner.

  • Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.

Creative Problem Solving / Strategic Thinking

Demonstrated ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.

Communication

Demonstrated ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing, to differing audiences.

Development of Self and Others

Demonstrated initiative in participating in growth opportunities, taking initiative for continuous development and improvement.

Flexibility / Adaptability to Change

  • Understand and accept the need for change, cooperate in implementation, and constructively voice concerns and propose alternatives.

  • Ability to assist in the implementation of changes within established and changing deadlines.

Leadership / Achievement Orientation

  • Demonstrated behavior aligned with the values and ethics of the profession.

  • Demonstrated initiative in setting and measuring performance against goals and evaluating results.

  • Demonstrated ability to understand what is expected to do the job well, function effectively in a team, achieve deadlines, accept accountability for mistakes, and take corrective action.

  • Demonstrated ability to work independently.

Quality Service

Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets expectations for exemplary customer service.

Technical Skills

  • 2 years of related experience in desktop support and troubleshooting of Linux and Macintosh-based systems.

  • Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Linux and Macintosh-based operating systems.

  • Knowledge of UNIX shell scripting, configuration and automation.

  • Proficient with word processing, spreadsheet, Google Apps, and other collaboration platforms.

Desired Qualifications*

  • Experience in system design, documentation, implementation, and administration of Mac OS and Red Hat Enterprise Linux.

  • Thorough understanding of server hardware and concepts including services, security, and administration.

  • Demonstrated ability to support specialized research computing needs.

  • Experience working in higher education in a support capacity.

  • Experience with programming and statistical applications such as Python and R.

Additional Information

The College of Literature, Science, and the Arts seeks to recruit and retain a diverse workforce as a reflection of our commitments to serve the diverse people of Michigan, fulfill the College's Guiding Principles, and sustain the excellence of LSA.

To learn more about diversity, equity, and inclusion visit http://lsa.umich.edu/lsa/about/diversity--equity-and-inclusion.html


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Desktop Support Specialist Intermediate

Expired Job

University Of Michigan