Job Description

Job Summary
Join us at CAEN, the University of Michigan College of Engineering's IT organization, as a Desktop Support Specialist providing front-line technical support to faculty, staff, and students. Reporting to the Desktop Support Manager, you'll serve as a primary point of contact, troubleshooting hardware, software, and connectivity issues across Windows, macOS, and Linux in offices, classrooms, labs, and research environments. Responsibilities include imaging and deploying new computers, diagnosing and resolving network and printing issues, supporting AV/classroom technology, and ensuring endpoints are secure and up to date. You'll be expected to approach every interaction with patience, listening attentively, explaining solutions clearly, and ensuring users feel both supported and empowered. The ideal candidate is customer-focused, collaborative, and able to communicate effectively with users at varying levels of technical experience.

Responsibilities*
Customer Support:

Provide front-line end-user support to a diverse customer base across multiple campus locations and varied local IT environments, with an emphasis on higher-education needs for faculty, researchers, and staff.
Troubleshoot and resolve issues across Windows, macOS, and Linux systems, including support for printing, mobile/handheld devices, and common peripherals (docks, displays, keyboards/mice, webcams, etc.).
Deliver high-touch service in every interaction, with the patience of an "Apple Genius Bar" specialist listening attentively, asking clarifying questions, explaining solutions in plain language, and ensuring users feel supported and empowered.
Communicate clearly and proactively with customers and teammates on issue status, timelines, and next steps; document work and outcomes in the ticketing system.
Identify recurring problems and contribute feedback, documentation, and process improvements that reduce repeat incidents and improve the customer experience.
Desktop Engineering & Infrastructure:

Deployment: Prepare, image, and deploy new computer hardware and peripherals.
Network Coordination: Manage network port activations and VLAN assignments, acting as the bridge between endpoint devices and core networking.
Asset Management: Assist with maintaining accurate inventories for hardware, software licenses, and departmental supplies to ensure fiscal accountability.
End-User Support & Training:

Customer Education: Train faculty and staff on productivity and collaboration tools (e.g., Google Workspace, Microsoft 365, Slack/Teams).
Onboarding: Facilitate IT onboarding for new hires, ensuring all hardware, software, and access permissions are ready for Day 1.
A/V Support: Provide immediate, hands-on troubleshooting for conference room audiovisual systems and presentation technologies.
Responsive Support: Manage incoming requests via phone, email, and in-person visits with a focus on prompt resolution and clear communication.
IT Security & Compliance:

Act as a local contact for IT security incidents, coordinating directly with department and CAEN staff and campus security teams.
Proactively apply security patches and monitor vulnerability scans to ensure system integrity.
Operational Continuity & Documentation:

Interdepartmental Support: Provide "roving" support to various departments, cross-training with embedded staff to eliminate single points of failure.
Workflow Management: Monitor and prioritize ticket queues to ensure Service Level Agreements (SLAs) are met during high-volume periods.
Technical Documentation: Author and maintain standard operating procedures (SOPs) and produce performance reports for leadership.
Required Qualifications*
Associate's degree in a technical field (Engineering, Science, or Technology) or an equivalent combination of education and experience.
2+ years of experience administering Windows (Active Directory), macOS, and Linux systems, including command-line scripting and desktop productivity troubleshooting.
Ability to manage hardware lifecycles and use tools to oversee hundreds of computers in a diverse environment.
Working knowledge of security fundamentals (patching, encryption, and firewalls) and the ability to translate institutional security policies into operational procedures.
Skills in incident assessment, communication, and documentation, with a focus on post-incident process improvement.
Experience in establishing endpoint inventory and lifecycle management, and ensuring consistent configuration across diverse endpoint populations.
Deep understanding of TCP/IP protocols and network troubleshooting.
Demonstrated commitment to excellent customer service and professional collaboration.
Familiarity with desktop storage devices and modern backup technologies.
Desired Qualifications*
Bachelor's degree in a STEM field, or an equivalent combination of education and professional IT experience.
Experience administering current Linux distributions (e.g., Ubuntu, RHEL, CentOS) and proficiency in writing/editing command-line shell scripts (Bash, Python).
Experience supporting macOS in an enterprise environment, including hardware troubleshooting and OS deployment.
Strong working knowledge of Microsoft Active Directory, including the creation, implementation, and troubleshooting of Group Policy Objects (GPOs).
Experience using desktop management tools to administer dozens to hundreds of computers in a single IT environment.
Experience configuring and troubleshooting Network Attached Storage (NAS) and enterprise backup solutions (e.g., CrashPlan).
Familiarity with research/teaching environments and the ability to balance security controls with academic mission needs.
Experience partnering with compliance teams to support audits or control attestations.