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Desktop Support Specialist
Job Description
How to Apply
To apply for this position, please include a copy of your resume and cover letter (make this the first page of your resume) and click the Apply Now button above.
Summary
Come join Merit - the nation's premier Research and Education Network, providing technology services to Michigan's public universities, colleges, K-12 organizations, libraries, state government, healthcare and other Michigan non-profit organization!
Reporting to the IT Team Lead, you will aid the Information Technology team with providing large-scale, high-volume infrastructure and end-user services in support of large-scale Network, Security and Community services for the higher education and public sector community. Examples include Merit Internet Service (https://www.merit.edu/network/internet/), Michigan Moonshot (https://www.merit.edu/community/moonshot/), Merit RADb (http://radb.net/), and Merit's research department.
This will be an excellent opportunity for you to push the limits of enterprise technology within a flexible organization, and to build enterprise-scale solutions. Merit is a growth-focused organization and you will have numerous opportunities to develop new skills, train with an expert technology team, and explore new professional opportunities.
To learn more about Merit Network, please visit our website: https://www.merit.edu/
What You'll Do
Essential functions for this position are followed be an (E).
As the Desktop Support Specialist, this position’s key responsibilities include:
Operational Support Activity (60%):
Provide professional and timely remote and in-person support to 100+ staff in a hybrid work environment. Provide troubleshooting, repairs, upgrades, and replacement for staff workstations and applications in a largely Windows 10 environment with a small number of MacBooks. (E)
Monitor and operate centralized management tools such as device management, endpoint protection, and privilege management (E)
Perform user onboarding / offboarding and training (E)
Develop, test, implement, and document scripts and processes for centralized workstation management. (E)
Evaluate, install, configure, test, debug, and document commercial and open source software. (E)
Perform on-call support for production systems/applications, including problem investigation, escalation, resolution, and communication with our Merit Support Center (MSC). (E)
Planning, Processing & Project Activity (30%):
Work independently and with other groups within the organization to develop and implement migration and upgrade plans for workstations and applications; to include project plans, task lists, timelines, deployment plans, and rollback procedures. (E)
Work independently and with other groups within the organization to support the roll out new products, services, and operational tools. (E)
Monitor news and vendor sites for software upgrades and vulnerability reports and respond accordingly.
Monitor and maintain the overall health and readiness of our end user infrastructure
Miscellaneous (10%):
Remain current on new infrastructure and enterprise technologies
Independent R&D to inform the team’s future technology direction
Participate in professional development activities to continually improve skills and knowledge in the areas of, IT services and member support. (E)
Other responsibilities as needed.
Skills You Have
Required Qualifications
Associate degree or equivalent combination of education, certification, and experience.
2+ years systems/software support in a business environment with a comprehensive knowledge of software applications.
2+ years prior experience working with and troubleshooting end-user issues
Experience with TCP/IP networking concepts
Excellent verbal and written communication skills
Desired Qualifications
Experience using Microsoft Endpoint Manager (formerly Microsoft System Center Configuration Manager)
Experience with endpoint security applications and practices
Knowledge of Atlassian Jira and Confluence
Underfill Statement
We are posting at the Intermediate level, but we will consider filling it at the Associate level depending on your qualifications, experience, and education. The salary range of $50,000-$60,000 does not apply at the associate level. Your salary will be determined by your qualifications, experience, and education.
Additional Information
We are committed to offering a high-quality benefits package to support staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, multiple dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, multiple early childhood centers, time away from work and work-life programs to promote balance. Learn more at http://careers.umich.edu/benefits/
Relocation assistance is not available for this position.
Physical Demands
The physical demands described here are representative of those that must be met by you (with or without accommodations) to perform the essential functions of the job.
You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may on occasion move items of varying sizes and weights throughout the office or building.
Travel
In-state travel may be required.
Background Screening
The University of Michigan/Merit Network conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.
Application Deadline
Job openings are posted for a minimum of seven (7) calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.
Contact Information
If you have any questions regarding this job, please contact: hr@merit.edu
If you need assistance completing this application, please call (734) 615-2000, option 1
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations, including boosters when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely. More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.
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