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 specifically address your interest in the position and outline particular skills and experience that directly relate to this position.

Computing and Multimedia Technologies (CMT), which is located at the Institute for Social Research (ISR) Survey Research Center (SRC), provides excellence in information technology services to research investigators and staff. The Computer Support Specialist provides end-user technology support for software, desktop and laptop hardware, videoconferencing, and printing.

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 any eligible family members and plan for a secure future. Benefits include:

Generous time off

A retirement plan that provides two-for-one matching contributions with immediate vesting upon meeting eligibility requirements

Many choices for comprehensive health insurance

Life insurance

Long-term disability coverage

Flexible spending accounts for healthcare and dependent care expenses

 Learn more about U-M benefits.

Customer Support

Provide end-user support for customers who are using a variety of software, hardware, network, and equipment configurations including Windows, Linux, macOS, printing, handheld mobile devices, and peripherals. Assist with hardware and software purchases, and onboarding new faculty and staff. Respond to support request calls and emails, and conference room A/V problems. You will communicate the current state of requests with customers and team members. Monitor the ticket queues used by the team, and prioritize daily tasks to maintain support continuity.

Desktop Support

Install new computer hardware. Prepare new computers for deployment and reload existing computers. Install new software applications, and manage software updates. Investigate, diagnose and resolve hardware, software, security, and network problems. Coordinate repairs of computers and printers. Resolve issues between network ports and devices. Maintain inventories of computers, software licenses, and related supplies.

Documentation and Communication

Document routine procedures and maintain documentation. Train customers on basic functions of productivity and collaborative applications. Strive to improve all processes and customer interactions.

IT Security

Apply security patches and updates to computer operating systems and software applications in a timely manner to assure the integrity of supported systems. Identify potential security issues and recommend solutions in accordance with organizational data security policies. Coordinate incident response activities with unit IT security staff.

• An Associate's degree in an engineering, science, or technology field and/or applicable work experience or information technology certifications.
• Demonstrated customer service experience.
• Exceptional interpersonal and communication skills.
• 3-4 years of experience supporting computers running recent versions of the Microsoft Windows operating system in an Active Directory environment.
• Demonstrated experience resolving desktop productivity software issues, network connection errors, and printing problems.
• Experience troubleshooting computer and peripheral hardware problems.
• An ability to work effectively in a team environment and independently with minimal supervision.

• Experience supporting Apple computers running current and recent versions of the macOS operating system.
• Experience supporting A/V equipment used for presentations or videoconferencing.
• Experience providing IT support in a higher education environment.

Monday - Friday, 8am to 5pm

Work location is expected to be onsite initially in Ann Arbor with the possibility of one remote day later on, at the discretion of the hiring department.

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.

This job requires regularly scheduled on-site work to provide in-person IT support. Maneuvering equipment up to 25 pounds may be required.

Job duties are performed during normal business hours, with occasional work outside of business hours for planned upgrades and best-effort response to major outages.

This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state, and local law, and/or university policies or agreements that require the university to implement specific privacy and security safeguards for protecting data.

About the Institute

The Institute for Social Research (ISR) at the University of Michigan wants to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the university, and to ground our research in varied disciplines, perspectives, and ways of knowing and learning. For more about ISR?s commitment to Diversity, Equity and Inclusion, please click here.

The University of Michigan is an equal opportunity/affirmative action employer.