Desktop Support Specialist Intermediate

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (How to Apply, Who We Are? Actually "Who We Are" is a paragraph describing LSA; that's substantive? It's about the organization; maybe we can include as part of About the role? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections like About the role (maybe includes job summary and description). Responsibilities (list). Requirements (maybe required qualifications). Qualifications (maybe desired qualifications). Skills (maybe combine). Benefits, Pay, Schedule only if present. We have Salary range: $51,600 - $64,500. That's Pay. So include Pay section. Schedule? Not specified. There's mention of flexible work arrangements, hybrid, but not explicit schedule. Might include Schedule? The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. Benefits not stated. Schedule not explicitly stated (though flexible work arrangements). Might not include Schedule because not explicit. Could include Benefits? Not mentioned. So omit Benefits and Schedule. We need to include About the role: includes Job Summary, maybe "Who We Are" and description. We'll put prose. Responsibilities: list from "Role Responsibilities Include". We'll extract bullet points. Requirements: maybe "Required Qualifications*". We'll list. Qualifications: maybe "Desired Qualifications*". We'll list. Skills: maybe combine some skill statements from "About You" or required qualifications? Could create Skills section from "About You" traits. But we must not invent sections if no specific content. There is "About You" paragraph describing desired attributes; could be considered Skills or Qualifications. But we already have Qualifications (desired). Could treat "About You" as Skills. However instruction: Prefer a few substantive sections over many thin ones. Might combine About You into Qualifications or Skills. Since we already have Qualifications (desired), we could put About You under Skills. But we need to decide. We have Required Qualifications (mandatory) and Desired Qualifications (preferred). Also we have "About You" which is more about personal traits. Could be considered Skills. Let's create a Skills section with those traits. We must not repeat job title as heading. No Job ID etc. We must output only HTML fragment, no /, no markdown fences. Let's craft:

About the role

... (Job Summary + Who We Are + description)

Responsibilities

• ...
...

Required Qualifications

• ...
...

Desired Qualifications

• ...
...

Skills

• ...
...

Pay

Salary range - $51,600 - $64,500.

We need to ensure we preserve all substantive information. Let's extract. Job Summary: "The University of Michigan's College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals." Who We Are: the quote about LSA wonder etc. That's a paragraph. Then description: "The LSA Technology Services Desktop Support team provides technical support to faculty, staff and students within the College of Literature, Science & the Arts. Our teams support a range of technology with a focus on teaching, learning, and research that occurs in our LSA physical science, social science, and humanities divisions. We build relationships within our community becoming a partner in IT needs. Our work and our support is broad and diverse. The support we provide and the skills we learn are driven by the colleges' research mission. Your week may begin by helping with administrative tasks such as printer support, building new computers, or doing software refreshes. Later in the week, you may be helping troubleshoot computers that control telescopes or building machines that do image analysis on stages of animal development. Our work is challenging but rewarding because every day is a different technical issue or problem to solve." We can combine these into About the role paragraph(s). Could be multiple

but instruction: use

for prose. Could have multiple

under same heading? Probably okay. We'll put multiple

for clarity. Responsibilities list: from "Role Responsibilities Include" then sentences: - Demonstrate quality service and accountability while resolving incidents, meeting customer needs and exceeding expectations - Establish customer and team relationships using effective communication and collaboration skills - Update current tickets in a timely manner, prioritize incoming tickets and existing work, complete tickets within acceptable time frames - Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices - Track computer systems and device inventory in order to record accurate data for asset management - Analyze, plan, and implement system maintenance, including software patches and upgrades - Monitor systems for availability, error conditions, and performance - Participate in cross-organizational projects that ensure our environment is up to date and secure We need to ensure each bullet is a

. Required Qualifications list (from "Required Qualifications*"): each bullet: - Associate degree in related field and/or equivalent combination of education, certification and experience - Two or more years of technical support experience, including providing outstanding customer service and accurately documenting detailed information - Two or more years of related experience in desktop support troubleshooting macOS/Windows based systems - Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms - Can identify root cause of technical issues and make customized recommendations based on customer need - Understands working components of computers, how they interact & can troubleshoot failure - Can help install and troubleshoot many types of specialty research software - Communicates both verbally and written in a respectful & attentive manner tailored to each customers needs - Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner Desired Qualifications list: - Understanding of server hardware and concepts including services, security, and administration - Demonstrated ability to support specialized research computing needs - Experience working in higher education in a support capacity - Experience with programming and statistical applications Skills: from "About You" paragraph. Let's break into bullet points: - You love to tinker. - You enjoy a job where you are constantly learning and tackling new challenges. - You enjoy spending the time to thoroughly investigate problems to completion. - You are secure in not always knowing the answer and see these opportunities as a time to develop your skills. - You are willing to ask questions, seek input, and advocate for answers to find the root cause of technical problems. - You take initiative in your own growth and want a role where you are provided a wide variety of opportunities to build your skill set. - You like working with people and being part of a team, collaborating with others, and actively sharing information with your teammates. - You have excellent written and verbal communication skills and work to build trusting relationships with those around you. - You take an active partnership with the people in your community to solve technical problems. - You are detail-oriented and can actively manage many tasks at once. - You find working in a dynamic environment enjoyable. - You are able to pick up, manage, and close support tickets in a timely manner for our customers. - You know when to escalate work that is outside your current skill set. - You take time each week to address administrative tasks so that we have accurate documentation, details, inventory, and data for our customers, business partners, and teammates. - You thrive in an environment where every day is a little bit different then the day before. We could keep as bullet list. Pay: Salary range - $51,600 - $64,500. We should not include Benefits or Schedule. Now ensure we didn't include boilerplate like "How to Apply", "Who We Are" (we used it), "Additional Information", "Background Screening", "Application Deadline", "U-M EEO Statement", etc. Those are boilerplate; we removed. Check for any duplicated lines: we have not repeated. Now produce HTML fragment. We'll wrap each section with heading and content. Potentially we need to close tags properly. Let's craft:

About the role

The University of Michigan's College of Literature, Science, and the Arts is hiring a Desktop Support Specialist to join a diverse team of desktop support professionals.

"At LSA, we wonder. We wonder why we are here. We ask how the universe works, and how we organize societies. We all wonder, but the great professors and students use curiosity as a catalyst to find answers to the biggest questions. Wonder begins with a simple "why" and leads to discovery that advances science and society while shaping our world for the better." - Research | UM LSA College of LSA

The LSA Technology Services Desktop Support team provides technical support to faculty, staff and students within the College of Literature, Science & the Arts. Our teams support a range of technology with a focus on teaching, learning, and research that occurs in our LSA physical science, social science, and humanities divisions. We build relationships within our community becoming a partner in IT needs. Our work and our support is broad and diverse. The support we provide and the skills we learn are driven by the colleges' research mission. Your week may begin by helping with administrative tasks such as printer support, building new computers, or doing software refreshes. Later in the week, you may be helping troubleshoot computers that control telescopes or building machines that do image analysis on stages of animal development. Our work is challenging but rewarding because every day is a different technical issue or problem to solve.

Responsibilities

• Demonstrate quality service and accountability while resolving incidents, meeting customer needs and exceeding expectations
• Establish customer and team relationships using effective communication and collaboration skills
• Update current tickets in a timely manner, prioritize incoming tickets and existing work, complete tickets within acceptable time frames
• Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices
• Track computer systems and device inventory in order to record accurate data for asset management
• Analyze, plan, and implement system maintenance, including software patches and upgrades
• Monitor systems for availability, error conditions, and performance
• Participate in cross-organizational projects that ensure our environment is up to date and secure

Required Qualifications

• Associate degree in related field and/or equivalent combination of education, certification and experience
• Two or more years of technical support experience, including providing outstanding customer service and accurately documenting detailed information
• Two or more years of related experience in desktop support troubleshooting macOS/Windows based systems
• Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms
• Can identify root cause of technical issues and make customized recommendations based on customer need
• Understands working components of computers, how they interact & can troubleshoot failure
• Can help install and troubleshoot many types of specialty research software
• Communicates both verbally and written in a respectful & attentive manner tailored to each customers needs
• Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner

Desired Qualifications