IT Support Specialist (Onsite Position)

$40,000 - $50,000/Yr

University Of Michigan - Ann Arbor, MI

Full-time - Entry Level

Ann Arbor, MI

Educational Services

About the position

The Taubman College of Architecture and Urban Planning at the University of Michigan is seeking an IT Support Specialist to provide essential technical assistance to faculty, staff, and students. This full-time, onsite position is located in Ann Arbor, Michigan, and requires the specialist to be present on campus five days a week. The role involves delivering high-quality customer service and technical support primarily in person, but also through various digital communication channels such as Zoom, phone, email, and chat. The IT Support Specialist will focus on assisting faculty and staff with audio-visual (AV) technology, computer technology, and media issues across different classrooms, meetings, and events. In this position, the specialist will troubleshoot technical issues and resolve operational problems related to equipment, hardware, and software platforms. They will also provide training and guidance to users, document and fulfill service requests, maintain inventory, and conduct general maintenance on equipment. The role includes educating customers about available AV services and IT policies, creating user documentation for equipment use, and supporting extended reality (XR) environments, including Oculus Quest and Vive equipment. Collaboration with team members and other service groups is essential to resolve more complex issues, and the specialist will be involved in updating and improving existing technical support documentation as well as developing and implementing new AV services. The position reports to the operations manager and is integral to enhancing the technological experience within the college. The ideal candidate will possess a working knowledge of AV systems and digital AV technologies, experience with industry-standard applications for presentations and collaboration, and proficiency in current computer technology and applications. This role also requires creative problem-solving skills and the ability to work some evenings and weekends as needed.

Responsibilities

• Provide high-quality customer service and technical support, primarily in-person and through Zoom, phone, email, and chat.
• Assist faculty and staff with AV, computer technology, and media issues in classrooms, meetings, and events.
• Troubleshoot technical issues and resolve operational problems with equipment, hardware, and software platforms.
• Provide training, information, and how-to guidance to users.
• Document and fulfill service requests, maintain inventory, and conduct general maintenance on equipment.
• Educate customers on available AV services and IT policies.
• Create and share user documentation for equipment use and standard configurations.
• Support XR environments, including Oculus Quest and Vive equipment.
• Collaborate with team members and other service groups to resolve complex issues.
• Update and improve existing technical support documentation.
• Help develop and implement new AV services and improve existing services.
• Work with the IT manager on AV-related projects.

Requirements

• Working knowledge of AV systems and digital AV technologies.
• Experience with industry-standard applications used for presentations (PowerPoint, Acrobat, Keynote) and collaboration (Zoom).
• Proficiency with current computer technology and applications/tools for documents, spreadsheets, presentations, and collaboration.
• Creative problem solver with excellent troubleshooting skills.
• Ability to work some evenings and weekends.

Benefits

• Generous time off
• Retirement plan with two-for-one matching contributions after the first year
• Comprehensive health insurance options
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses