Job Description

Job Summary
Department Summary:

Student Life Technology Solutions (SLTS) enhances the student experience by collaborating with Student Life and campus partners to deliver innovative and creative technology solutions. Student Life Technology Solutions prioritizes building strong partnerships with Student Life units, gaining a deep understanding of their unique needs, and delivering tailored solutions. Whenever feasible, the team also pursues opportunities to streamline services and achieve efficiencies across units. Functional areas of SLTS include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

University Health and Counseling (UHC) promotes and protects the health and wellness of students and the broader campus community in order to enable individuals to better achieve their educational and personal goals.

The Testing Accommodation Centers offers a supportive environment for students approved for accommodations through Services for Students with Disabilities (SSD), enabling them to take academic exams in conditions that closely replicate the in-class testing experience.

Position Summary:

The Desktop Support Specialist Intermediate reports to the Lead Systems Engineer in SLTS and helps provide production support for the IT infrastructure, operations, networking, and hardware of the University Health and Counseling unit (UHC) and the Student Life Testing Accommodations Centers (TAC). The position provides support for these complex computing environments in the areas of hardware, software, and networking. This position will split its effort between UHC (50%) and the TAC (50%). This includes specialty/department-specific hardware and software applications, custom and vendor-supplied computers and profiles, and custom one-off needs and configurations. This position reports to the SLTS Systems Engineer Supervisor and works closely with shared service providers and vendors to support the technology requirements of units serving our students. A wide-ranging technical background, along with a strong interest and ability to learn new systems and emerging technologies, are essential for success in this role.

This role is a hybrid position, with the majority of work performed onsite and some opportunities for remote work. The position will report administratively to the SLTS Operations Manager and will focus primarily on supporting UHC/TAC.


Responsibilities*
45% Production Support of UHC/Wellness End Users and Technology Systems

Under the guidance of the SLTS Systems Engineer Supervisor
Provide technical support and service restoration for the daily operations of UHC in a complex, distributed computing environment, potentially including participation in early morning or after-hours support.
Help plan and perform a broad range of IT, A/V, and specialty/department-specific hardware installations and troubleshooting, configuration, and support services. Work assignments include issues involving multiple components and integration of those components (e.g., MiWorkspace-imaged computers, enterprise applications, UHC-specific profiles, UHC-specific applications, UHC firewalls), as well as requiring proficiency with the bundled service offerings (e.g., networking, security, Active Directory).
Participate in project implementations, including equipment upgrades, planning, testing, deployment of new technologies, and integration with backend applications, hardware, and unit services.
Support and troubleshoot UHC specialty/department-specific equipment (Lab, Radiology, Pharmacy, and Eye Care), networking, and security.
Collaborate with team members, support unit partners, and shared service providers (ITS), and contribute to efforts to develop, design, implement, and continuously improve systems.
Help plan and assist with equipment purchasing, coordination, and scheduling of vendors and maintenance providers.
Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions, and data to meet customer needs.
45% Support of Testing Accommodations Centers Technology Systems

Provide technical support for custom computer configurations in the Testing Accommodations Centers, which will include assisting in planning and devising solutions for one-off situations or testing accommodations needs.
Consult with TAC staff, ITS, and the Systems Engineer Supervisor to ensure the test-taking experience closely mirrors that of an in-class environment.
Collaborate with TAC/SSD staff and ITS to identify needs or challenges, translate these into technical requirements, and develop solutions for integration into standard TAC machine configurations.
10% Professional Development and Team Building

Stay current with relevant advances in technologies. Responsible for maintaining and updating 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. Mentor other staff.
Demonstrate skill development by actively participating in growth opportunities. Apply new skills/knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties. Meets or exceeds customer expectations and performance metrics.
Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.
Required Qualifications*
Bachelor's degree in a technology-related field or equivalent combination of education and experience.
Minimum 2 years of related experience in desktop support, troubleshooting, or administering Windows-based systems and layered software.
Minimum 2 years of related experience troubleshooting network connectivity, firewalls, printing issues, A/V issues, digital signage and/or related technologies.
Minimum 1 year of experience troubleshooting in a mission-critical environment (medical or research) where vendor-provided peripherals are connected to computers.
Desired Qualifications*
Experience supporting technology in a research or medical setting.
Experience coordinating with technology vendors and external service providers for equipment purchasing, installation, maintenance, and support.
Experience with Windows Active Directory.
Experience in desktop support, troubleshooting, or administering Apple computers and/or devices.
Experience with the U-M information technology environment, including MiWorkspace.
Experience with PCI or HIPAA Compliance.
Experience writing documentation and developing training materials.