Job Description

Role responsibilities include:

Demonstrate quality service and accountability while resolving incidents, meeting customer needs, and exceeding expectations
Establish customer and team relationships using effective communication and collaboration skills
Update current tickets in a timely manner, prioritize incoming tickets and existing work, and complete tickets within acceptable time frames
Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices
Track computer systems and device inventory to record accurate data for asset management
Analyze, plan, and implement system maintenance, including software patches and upgrades
Monitor systems for availability, error conditions, and performance
Participate in cross-organizational projects that ensure our environment is up-to-date and secure
Lead small team-based projects
Be a resource for associate & intermediate-level staff on technical issues freely sharing information for their development
ABOUT YOU

You love to tinker. You enjoy a job where you are constantly learning and tackling new challenges. You enjoy spending the time to thoroughly investigate problems to completion. You are secure in not always knowing the answer and see these opportunities as a time to develop your skills. You are willing to ask questions, seek input, and advocate for answers to find the root cause of technical problems. You take initiative in your own growth and want a role where you are provided a wide variety of opportunities to build your skill set.

You like working with people and being part of a team, collaborating with others, and actively sharing information with your teammates. You have excellent written and verbal communication skills and work to build trusting relationships with those around you. You take an active partnership with the people in your community to solve technical problems.

You are detail-oriented and can actively manage many tasks at once. You find working in a dynamic environment enjoyable. You are able to pick up, manage, and close support tickets in a timely manner for our customers. You know when to escalate work that is outside your current skill set. You take time each week to address administrative tasks so that we have accurate documentation, details, inventory, and data for our customers, business partners, and teammates.

You thrive in an environment where every day is a little bit different then the day before.
Who We Are
"At LSA, we wonder. We wonder why we are here. We ask how the universe works, and how we organize societies. We all wonder but the great professors and students use curiosity as a catalyst to find answers to the biggest questions. Wonder begins with a simple "why" and leads to discovery that advances science and society while shaping our world for the better." - Research | UM LSA College of LSA

Required Qualifications*
FOR BOTH INTERMEDIATE AND SENIOR CANDIDATES

Bachelor's degree in a related field and/or equivalent combination of education, certification, and experience
Familiarity with most of the following technologies: Linux OS, macOS, Windows, scripting, software installs and removals, command line, system file permissions, enterprise-level ticketing system, system management tools, backing up and imaging workstations
Can identify the root cause of technical issues and make customized recommendations based on customer need
Understanding of working components of computers, and how they interact & can troubleshoot failure
Ability to provide remediation for security issues identified from network scans
Can help install and troubleshoot many types of specialty research software
Communicates both verbally and written in a respectful & attentive manner tailored to each customer's needs
Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner
FOR INTERMEDIATE CANDIDATES

2-5 years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
2-5 years of related experience in desktop support troubleshooting Linux and Windows-based systems
FOR SENIOR CANDIDATES

5 or more years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
5 or more years of related experience in desktop support troubleshooting Linux and Windows-based systems
Desired Qualifications*
Five or more years of related experience in technical support troubleshooting Linux-based systems
Experience in system design, documentation, implementation, and administration of Windows and the various distributions of Linux. An emphasis on Linux competency is highly desired for this role to support specialized research needs.
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis, and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for Linux and Windows
Understanding of server hardware and concepts including services, security, and administration
Demonstrated ability to support specialized research computing needs
Experience working in higher education in a support capacity
Experience with programming and statistical applications