**ARC Help Desk Support Specialist**

**How to Apply**

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file (because of system limitations).

**Summary**

ITS Advance Research Computing is looking for a Service Desk Consultant to join our team. You will provide support and service and restoration for daily operations. You will report to the Research Experience Manager.

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

* 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

* Maternity and Parental Leaves

* Vision and Dental Insurance

**Responsibilities***

Production Support:

* You will provide tier 1 technical service restoration for daily operations. Support and coordinate with team members and other service support groups to resolve incidents and requests by phone, remote access, email, and other web-based environment to meet the demands and service delivery needs for Tier 1 computing environment and administrative systems support.

* You will follow procedures and guidelines to solve or escalate incidents for general computing support, technical advice, and instruction on hardware and systems which may include : researching resolutions, workarounds, and problem escalation. Evaluate problems and determine priority of responding.

* You will follow up with customers on incidents and requests resolved by Tier 2 and 3 support groups and vendor resources. Educate customers on the use of e-learning resources, and recommended hardware, software, and available technical services. Advise customers on the handling of sensitive data and recommended software and procedures to use with data; make users aware of IT security procedures.

* You will participate in after-hours on-call rotation.

Service Improvements:

* You will collaborate with team members and Tier 2 and 3 teams to understand service improvement requests and opportunities.

* You will support service enhancement projects that involve resolution and quality improvements by identifying and quantifying service desk requirements, delineating the gaps between service desk requirements and the capabilities of existing technology and resources, and recommending improvements.

* You will develop customer and technical support knowledge base documentation ensuring materials are accurate and comprehensive.

**Required Qualifications***

* Bachelor's degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.

* Minimum of two year's experience in a related role requiring confidentiality, customer service, organization, prioritization, and troubleshooting to assist customers in their use of computer and network hardware and software.

* Proficiency with integrated computing environments and administrative systems support.

* Knowledge of operating systems (Windows, MacOS) and industry standard web browsers.

* Experience useing appropriate resources and technical tools to perform daily support tasks.

**Working Title**

ARC Help Desk Support Specialist

**Work Location**

Ann Arbor Campus