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 and outline skills and experience that directly relate to this position.

Department Summary:

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide creative technology solutions. Student Life Technology Solutions has a focus on developing relationships with Student Life units, understanding the units' work, and providing tailored solutions while looking for economies of scale where it makes sense. Areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

Position Summary:

You will help provide production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, Michigan Recreation, and University Unions. Your primary focus will be on supporting unit-specific systems and technology solutions. They include, but are not limited to, audio-visual equipment that they have installed in multiple locations, such as conference rooms, lounges, multi-purpose rooms, classrooms, and Community Learning Centers. You will collaborate with, assist, and advocate for our unit partners. You will work with our shared service providers and vendors to address their business problems. We will achieve this through the integration of unit-specific enterprise systems. The goal is to ensure that solutions function as intended. You will excel if you have broad technical knowledge and an interest in learning new systems and technological applications.

Position Responsibilities (primary responsibilities and duties expected in this position totaling 100% allocation):

85% Operational Support and Service Delivery

• Provide second/third-tier technical support for daily operations and project efforts. This support takes place in a complex, distributed IT infrastructure environment. Additionally, it involves root cause analysis and service restoration.
  • We require participation in an after-hours on-call rotation.
• Perform a broad range of IT and A/V infrastructure installation, configuration, and support services.
  • These include, but are not limited to, audiovisual and classroom support, digital signs, enterprise software, and network support.
  • Work assignments encompass issues involving different infrastructure components and their integration, such as requiring proficiency with the ITS networking tools.
• Support the onboarding and offboarding of Student Life staff, including providing access to university resources and equipment.
• Support and collaborate with team members, unit partners, and shared service providers, and contribute to efforts to develop, design, implement, and continuously improve systems.
• Resolve incidents to meet customer needs.
• Work assignments involve issues that span multiple components and their integration (e.g., networking, using Crestron equipment, and contacting vendor support).

10% Professional Development

• Maintain and update knowledge of 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.
• Apply new skills to the job as evidenced by the ability to perform assigned responsibilities. Meet or exceed customer expectations and performance metrics.
• Provide training and mentoring to student staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.

5% Project Planning and Implementation

• Support project implementations, including Student Life A/V upgrades, new technology deployments, and system integrations with backend services.
• Contribute to innovation through project planning, testing, and deployment of technologies that improve student and staff experiences.
• Help maintain secure, reliable system connections and support infrastructure for university operations.
• Help identify customer needs, analyze technology requirements, and recommend improvements to current processes.
• Develop collaborative relationships while providing technical support to partner units and team members.
• Provide quality service through proper communication, proper data handling, and timely resolution of technical issues.
   

• Associate Degree or a combination of education and equivalent experience or technology-related certifications.
• 1 or more years of related experience in desktop support and management tools, troubleshooting, and administering Windows, Mac, or Linux-based systems and layered software.
• 1 or more years of related experience troubleshooting printing issues, A/V issues, or related technologies, like presentations
• 1 or more years of related experience managing and troubleshooting networks and using network tools.
• Experience with the use and upkeep of inventory systems.
• Experience with the use of a ticketing system.
• Experience with the use of or installation of Crestron devices, or similar.
   

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.

Position Responsibilities Criteria (leadership and behavioral qualities expected in this position):

Technical Skills

• Demonstrated ability to troubleshoot and resolve complex technical problems
• Demonstrated proficiency in learning new technologies quickly
• Demonstrated competency across multi-platform environments (PC/Mac, AV systems, mobile devices)

Communication & Service

• Demonstrated excellent verbal and written communication skills
• Demonstrated strong customer service orientation and interpersonal skills
• Demonstrated ability to explain technical concepts clearly to non-technical users

Collaboration & Leadership

• Demonstrated effective teamwork and collaboration capabilities
• Demonstrated experience in mentoring and training colleagues or student staff
• Demonstrated ability to work productively with diverse stakeholders and vendors

Organization & Management

• Demonstrated strong time management and priority-setting abilities
• Demonstrated capability to manage multiple competing demands effectively

Professional Development

• Demonstrated commitment to continuous learning and professional growth
• Stay current with technology trends and best practices

Working Conditions:

This position requires full-time on-campus presence Monday through Friday. The primary work location is Markley Hall with a satellite office at South Quad. Staff will participate in AV on-call rotation, working 2 additional hours on Tuesday and Thursday evenings on a rotating schedule with team members.
We encourage a valid US Driver's License for this role.

Physical Requirements:

• Troubleshooting and responding to problem reports routinely requires travel across campus, accessing equipment in tight and confined spaces, ascend and descend ladders, and periodically transporting heavy (up to 50#) objects.
• This role may require on-call hours for times outside of the scheduled workday. See the On Call Pay SPG for information regarding compensation and expectations.

Physical Requirements:

An ability to transport objects weighing up to 25-30 pounds.

Direct Reports:

This role supervises 25-30 student employees including Student Engagement Managers and Graduate Team Leads. This includes primarily undergraduate students and up to 6 graduate students. Students supervised include students who cover daytime, evening, and weekend shifts. There are typically 3-5 students on four hour shift rotations.

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Selected candidates whose start date is 4/1/2026 or after, will not be eligible for the university FY26-27 salary/merit plan unless otherwise notified.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this role.

#studentlife

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 any time after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.