Senior IT Customer Support Specialist

Provides senior-level IT customer support in Ann Arbor, Michigan, supporting Windows, Linux, macOS, cloud applications, user accounts, and conference-room A/V systems. The specialist deploys, configures, troubleshoots, and maintains laptops, workstations, peripherals, software, and user access while providing responsive technical support to end users.

Responsibilities include supporting Microsoft Active Directory and Google Workspace, performing operating-system and application patching using tools such as Webmin, apt, IBM BigFix, Windows Update, and PDQ Deploy/Inventory, troubleshooting hardware and A/V issues, managing equipment deployment and recovery, and preparing recurring account, patching, compliance, and progress reports.

Key Responsibilities:

• Physically deploy new workstations and laptops to personnel offices or cubicles, verify equipment is functioning properly, and recall IT equipment when users depart GLERL.
• Add, delete, and modify user accounts in GLERL Microsoft Windows Active Directory.
• Add, delete, and modify NOAA Gmail accounts, Gmail mailing-group memberships, and NOAA Google Voice accounts.
• Patch Linux servers and workstations using Webmin and related Linux update tools such as apt.
• Use NOAA BigFix to patch Linux, Windows, and macOS systems and use PDQ Deploy/Inventory to patch applications as needed.
• Assist users with scheduling virtual and in-person meetings in designated conference spaces and troubleshoot virtual and physical A/V issues.
• Prepare the monthly User Account & Access Audit Log, Patching & System Compliance Summary, and Monthly Progress & Status Report within required timeframes.
• Maintain the Government-owned property listing and submit travel requests/logs when travel is required.