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A cover letter in the PDF format is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline experience that directly relates to this position.

Competitive salary available based on qualifications, experience and education of the selected candidate.

Job Summary

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the MWorkspace Engineering team as a Windows Operations and Development Specialist Associate. MiWorkspace is the flagship desktop support provider at U-M on the Ann Arbor campus.

You will be the initial escalation point for desktop support staff that require assistance from the top level desktop engineering team to resolve customer incidents/requests.  You will triage issues, provide guidance/solutions, or escalate within your team to seek resolution.  You will contribute to driver and software packaging/testing/deployment for managed devices and assist in maintaining infrastructure important to the management of more than 20k Windows clients. You will help create and maintain support documentation for both internal and customer facing use.

Participation in an on-call rotation and occasional work during non-business hours and on weekends may be required. You will report to the End User Operations Manager.

If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non-technical audience and want to be part of the best public university in the country, MiWorkspace is for you.

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information please visit our website: https://its.umich.edu/about.

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 offA retirement plan that provides two-for-one matching contributions with immediate vestingMany choices for comprehensive health insuranceLife insuranceLong-term disability coverageFlexible spending accounts for healthcare and dependent care expensesMaternity and Parental LeavesVision and Dental InsuranceResponsibilities*

Work as part of a team to build and maintain the centralized Windows deployment and management infrastructure; this includes maintaining servers, server applications, and systems used for the support and management of desktop and software deployments.Perform Active Directory management including organizational unit maintenance and support along with account, group, and group policy management and troubleshooting.Engineer driver and software packages for attended and unattended deployment including testing and documentation.Prioritize and resolve incidents/requests to meet customer needs and establish performance metrics.Create and modify written procedures, processes, and technical support knowledge with content tailored to the level and type of audience.Required Qualifications*

Bachelor's degree in computer science or a related field, or equivalent combination of education, certification, and experience.Minimum of three years' experience working in a role providing end user technical support for Windows desktops or supporting Windows servers and infrastructure.Demonstrated experience with some or all of the following Microsoft technologies: Windows 10/11, SCCM, Intune, Group Policy, Active Directory, NTFS Permissions, scripting with PowerShell.Experience with some or all common IT components such as: IP addressing, DNS, Firewalls, and VPN solutions.Use appropriate technical tools to perform administration tasks, root-cause analysis and service restoration for Windows systems.Experience writing and editing procedures, processes, and technical support knowledge, resulting in content tailored to the level and type of audience for support and issue resolution.Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

Physical Demands/Work Environment

We offer the opportunity to work remotely with the expectation that you will report to the office or other location on the Ann Arbor campus as directed; work modality may change in the future.On-call availability may be required and include occasional work during non-business hours and on weekends.Average mobility to move around an office environment.Application Deadline

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.