Job Description

Job Summary
We are a diverse learning community grounded in the principle that business can be an extraordinary vehicle for positive change in today's dynamic global economy. Through our powerful ideas, purpose-driven leaders, and positive impact, we empower business leaders to improve the world. Learn more about Ross and our mission and values here.


This role is an onsite position in Ann Arbor, MI. For a full job description, see link here. For questions about this role, email [email protected].


Purpose:
As a Desktop Support Specialist, you will deliver end-user assistance and support for business technology, classroom technology, and audiovisual support needs by managing relationships and providing technical support. This includes consultation, guidance, diagnosing, troubleshooting, and resolving technology, software, and hardware issues. This position reports to the Desktop Support Senior Supervisor and works as part of a team, supporting team members and the Ross community.


Please note: The position is for 40 hours a week, and the schedule is Tuesday through Friday, 12:30 PM to 9:30 PM, and Saturday, 8:00 AM to 5:00 PM.

Why Work at Michigan?
In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

Generous time off (Vacation, Holidays, Season Days)
A retirement plan that provides two-for-one matching contributions with immediate vesting
Many choices for comprehensive health insurance
Life insurance
Long-term disability coverage
Flexible spending accounts for healthcare and dependent care expenses
Flexible Work Program
Ross Onsite Fitness Center
Responsibilities*
Relationship Management (55%)

Team Building
Work cohesively within the team, effectively contributing to team dynamics and success.
Share knowledge and expertise with team members and stakeholders to foster continuous learning and improvement.
Effectively communicate within the team, utilizing communication skills, active listening, and providing and receiving constructive feedback.Share responsibilities and tasks supporting the overall goal of team success.
Tackle challenges with a positive attitude, utilizing team members and available resources.
Encourage and motivate team members by being a resource and supporting their success.
Contribute towards a culture of gratitude.
Participate in continuous service improvement initiatives through active participation and seeking new opportunities.
Customer Relationships
Understand a customer's needs and incorporate them into a solution.
Delivers service focused on consistency, quality, and alignment with processes focused on maintaining or establishing the customer relationship.
Actively seeks out and addresses customer concerns, issues, and requests, working with the customer and team members on timely solutions.
Understand customer perspectives, nurture relationships, and treat every customer respectfully and professionally.
Ensure customer communications are clear, customized, and easily understood. Ensuring communications are sent as part of the team's customer communication process and strategy.
Technical Support (40%)

Classroom Technology and AV Support
Deliver technical guidance concerning integrating classroom technology to meet internal and external functional needs.
Provide initial setup of classroom technology based on customer requirements and functionality, offer technical support and initiate workarounds to maintain classroom technology functions, and support external connection integrations with classroom technology.
Provide technical guidance and support for audio-visual equipment and initiate workarounds when necessary to maintain audio-visual functions.
Troubleshoot and resolve technical issues promptly, minimizing classroom and event disruptions.
Perform routine maintenance and updates on equipment.
Consult and provide technical recommendations involving projects and renovations.
Event Support
Assist with coordinating events that are aligned with event requirements and technology functionality.
Provide technical recommendations and guidance as part of event planning.
Set up of event technology and integration with external event and vendor components.
Provide technical event support before and during the event coordinating and partnering with event organizers.
Walk-Up Center
Assist students, faculty, and staff with technology support and queries, utilizing both in-person and remote support tools.
Provide IT service desk phone coverage.
Oversee the loaner equipment process involving disbursement and tracking of loaner devices.
Categorize and route tickets to appropriate support teams, serving as the initial point of contact in reviewing submitted tickets.
Device Support
Recommend, order, install, and maintain technology devices, including computer hardware and software used by the Ross School of Business faculty and staff.
Conduct diagnosis, troubleshooting and problem-solving for technology issues.
Partner with other IT teams on technology resolutions, issue tracking, and problem-solving.
Perform low-level network administration, partnering with system administrators and AV technicians.
Work with and oversee the purchase and repair process coordinating with external vendors.
Develop and maintain customer and technical support knowledge base documentation, translating technical aspects into a customer-driven understanding.
Assist in supporting some exception and specialty systems (e.g., customized configurations), including but not limited to installs, configurations, customizations, troubleshooting, upgrades, integrations, and maintenance.
Development of Self and Others (5%)

Stays current with current technologies and maintains knowledge focused on industry trends.
Mentor staff as part of building a cross-functional team.