Desktop Support Intermediate

The University of Michigan School of Music, Theatre & Dance (SMTD) fosters an environment of educational and artistic excellence, nurturing creativity, academic integrity, and professionalism. As a comprehensive performing arts school within a leading public university, SMTD is dedicated to the creation, practice, scholarship, and pedagogy of music, theatre, and dance, providing leadership nationally and internationally. The School values the arts as integral to the university’s mission and serves the community through public performances, cultural resources, arts education, and outreach programs.

Responsibilities

• Provide technical support for the SMTD computing environment, including troubleshooting and resolving Mac and Windows software, hardware, and network issues, as well as user training and support.
• Collaborate with the SMTD Unit IT team to support ITS Mac, Windows, and Print service platforms.
• Provide computer and general application support for Macintosh and Windows operating systems.
• Install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless and handheld devices, and peripherals.
• Assist with hardware and software inventory management through the full lifecycle (research, evaluation, recommendation, procurement, configuration, deployment, maintenance, and disposition).
• Stay current with technologies, test hardware/software and operating systems, and implement new technologies as directed by senior staff.
• Provide routine classroom and conference room AV support.
• Monitor the TeamDynamix IT ticketing system daily and ensure assigned tickets are kept up to date.
• Perform other general support tasks as needed.

Requirements

• Associate degree or equivalent (e.g., computer-related certifications) and 2–3 years of experience.
• Hands-on experience installing and supporting Mac and Windows software and hardware in a networked environment.
• Strong customer service skills and experience communicating technical concepts to non-technical users.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated experience working collaboratively in a team environment.
• Attention to detail, professional demeanor, and ability to incorporate feedback.
• Excellent organizational and time management skills; ability to multitask with competing demands and deadlines while maintaining a positive attitude.
• Experience working effectively with diverse communities, including faculty, staff, and students.
• Ability to travel to various campus locations and routinely move boxes weighing up to 30 pounds for classroom and event needs.

Desired Qualifications

• Experience with music and media software and audio/video hardware, including classroom AV systems.
• Experience with University of Michigan IT systems and organizations.

This is an in-person, on-campus position with standard work hours determined by the supervisor. Candidates must be legally authorized to work in the United States without employer sponsorship for work authorization (e.g., H-1B, O-1, J-1, CPT, OPT, or STEM OPT). A pre-employment background check is required.