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Technical Support Analyst Intermediate

Technical Support Analyst Intermediate

University of MichiganAnn Arbor, Michigan, US
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Summary

Under the principal direction of department supervision, this role will provide technical support for DPSS staff and operations while working collaboratively with University Information Technology Services (ITS) support personnel . Positions are available in Ann Arbor but may require some travel between our Ann Arbor, Flint, and Dearborn campus locations. Tasks include, but are not limited to :

  • Provide tech support for DPSS-specific applications.
  • Maintain, monitor, and troubleshoot network printers.
  • Maintain, monitor, and troubleshoot network switches and firewalls.
  • Manage user accounts, permissions, and access rights.
  • Perform system upgrades following new releases and implement new technologies.
  • Perform data backups and recoveries.
  • Inventory and document assigned systems and relevant procedures.
  • Test hardware, software, and operating systems.
  • Provide on-call support via remote connection.
  • Provide high-level customer service and technical support in a fast-paced environment.
  • Actively collaborate with team members to resolve complex issues.
  • Support access control and security camera applications as needed.

Who We Are

  • Dental insurance, Vision insurance and Life insurance
  • Long-term disability coverage
  • Tuition Support Program
  • Flexible spending accounts for healthcare and dependent care expenses

    • Required Qualifications

  • Bachelors degree in a related field or equivalent combination of education, certification, and experience.
  • A minimum of one year of IT experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain and support Windows and / or Mac desktop operating systems and software.
  • Demonstrated familiarity with some of the following technologies : Windows 10 and 11, Mac OS, web browsers, local account management, and software installation and removal.
  • Demonstrated proficiency with current, general computer applications (e.g. Microsoft Office, Google suite, etc.).
  • Proven ability to leverage a variety of information sources and technical tools to perform day-to-day tasks.
  • Demonstrated effective creative problem-solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.
  • Strong communication and interpersonal skills.
  • Demonstrated ability to establish and maintain effective relationships with customers and colleagues.
  • Effective communication skills, including strong interpersonal skills with the ability to work effectively through all levels of management and in a diverse environment.
  • May be required to work an occasional night, evening, or weekend to perform critical functions or systems maintenance, sometimes with little or no notice.
  • Attend training to maintain proficiencies and professional certifications.
  • Other duties as assigned.
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    Technical Support Analyst • Ann Arbor, Michigan, US