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Technical Support Analyst Intermediate
University Of Michigan - Ann Arbor, MI
posted 2 months ago
About the position
The Technical Support Analyst Intermediate position at the University of Michigan involves providing technical support for the Division of Public Safety and Security (DPSS) staff and operations. This role requires collaboration with University Information Technology Services (ITS) personnel to ensure a secure and efficient technological environment. The analyst will be responsible for troubleshooting, maintaining, and upgrading various systems and applications, while also delivering high-level customer service in a fast-paced setting.
Responsibilities
- Provide tech support for DPSS-specific applications.
- Maintain, monitor, and troubleshoot network printers.
- Maintain, monitor, and troubleshoot network switches and firewalls.
- Manage user accounts, permissions, and access rights.
- Perform system upgrades following new releases and implement new technologies.
- Perform data backups and recoveries.
- Inventory and document assigned systems and relevant procedures.
- Test hardware, software, and operating systems.
- Provide on-call support via remote connection.
- Provide high-level customer service and technical support in a fast-paced environment.
- Actively collaborate with team members to resolve complex issues.
- Support access control and security camera applications as needed.
Requirements
- Bachelor's degree in a related field or equivalent combination of education, certification, and experience.
- A minimum of one (1) year of IT experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently.
- Demonstrated familiarity with Windows 10 and 11, Mac OS, web browsers, local account management, and software installation and removal.
- Demonstrated proficiency with current, general computer applications (e.g. Microsoft Office, Google suite, etc.).
- Proven ability to leverage a variety of information sources and technical tools to perform day-to-day tasks.
- Demonstrated effective creative problem-solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations.
- Strong communication and interpersonal skills.
- Demonstrated ability to establish and maintain effective relationships with customers and colleagues.
Benefits
- Disability insurance
- Flexible spending account
- Health insurance
- Life insurance
- Parental leave
- Retirement plan
