To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salaries will vary depending upon the qualifications and experience of the selected candidate.
This position will be filled at the Intermediate level salary range of $41,850 - $51,150 as the primary goal. The requirements listed below reflect the Intermediate level expectation. However, those with lesser experience are encouraged to apply and may be considered if primary goal is not met. Lesser-experienced candidates will be reviewed at an Associate level salary range of $31,538 - $41,000.
Information and Technology Services (ITS) Service Center has an exciting opportunity to employ two (2) Service Center Consultants Intermediate to serve as an initial point of IT assistance. Works in a team environment as a member of the ITS Service Center, a customer-facing (tier-1) technology service and support group. As a member of the Service Center team, the selected candidate will be responsible for effective and efficient handling of requests by ensuring quick and responsible resolution of issues. Additionally, practices Knowledge-Centered Service which includes using, updating and creating articles in the course of resolving incidents and fulfilling requests.
This position will report to the Service Center Supervisor responsible for production support operations. The production support team will be handling requests about the University computing environment, administrative systems, identities, authentication and access management from various customers including staff, students, faculty, alumni and guests across the University campus, as well as requests for services, including systems and service access.
Successful candidates will be required to have the ability to learn technical support knowledge effectively, experience with outstanding customer service skills and the ability to adapt to changes that may be ambiguous, as well as apply basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials and/or equipment appropriate to area of specialization.
The mission of ITS is to be trusted enablers of technology for the U-M community. With a laser focus on customer service, the ability to proactively solve challenges, a sense of urgency when responding to requests, and a collaborative and inclusive nature, ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu/careers.
The key responsibilities of a Service Center Consultant team member in the ITS Support Services organization within the University of Michigan include, but are not limited to, the following:
Under general direction, provide support to end users on available IT services as well as recommends appropriate hardware, software, settings and learning resources. Advises customers on IT security policies and procedures, including proper handling of sensitive data. May interact with network services, software systems engineering, and applications development to restore service. Identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties that may include desktop or browser configuration problems. Escalate complex problems to senior staff.
Consults with customers on the 764-HELP hotline particularly in the following areas: ITS services and products; compute and network infrastructure; desktop and mobile-device support; collaboration services; enterprise applications support, including HR; financials; student and alumni records; research administration; identities; authentication; access management; applications and services supporting the Teaching and Learning missions at the University of Michigan.
Provides high quality customer service and technical support via multiple channels, including phone, email, chat, in-person and IT management / workflow systems. Evaluates problems and determines priority of responding. Researches, isolates, and troubleshoot technical instances. Provides resolutions, workarounds, and problem escalation for tier-2 and tier-3 support teams to ensure end-users successfully utilize the U-M Computing Environment and Administrative Systems. Educates the end-user community for access to supported systems utilizing internal service center tools to walk users through the systems. Provide end-users with information on how to access help documentation and e-Learning resources.
Creates and maintains documentation to support users and the Service Center team. Works with subject matter experts to document, research, review and update issues in the knowledge management systems. Supports the development of end-user documentation by working with the performance support team, making content recommendations and assisting with the review of documentation.
Conducts effective communications with co-workers, product teams and end-users with guidance from senior personnel.
Supports internal teams and projects. Identifies end-user needs and communicates those to project teams. Participates in system testing and knowledge management activities.
CREATIVE PROBLEM SOLVING - Demonstrates the ability to prevent and solve simple problems, seeking help from others when required.
QUALITY SERVICE - Demonstrates the ability to see issues from the customer's perspective assesses urgency of requests and responds accordingly.
COMMUNICATION - Demonstrates the ability to communicate clearly, correctly, knowledgeably and effectively via email, letters and in person to teams and customers. Demonstrates the ability to communicate effectively to groups, varying style to fit the audience, actively communicating with those with differing opinions and differing levels of understanding.
LEADERSHIP - Demonstrates the ability to understand what is expected to do the job well, functions effectively in a team, achieves deadlines or milestones, accepts accountability for mistakes and takes corrective action. Demonstrates the ability to work independently and seeks direction or assistance as needed.
Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification and experience.
A minimum of two (2) years of experience on a technical support team, demonstrating exceptional customer service and problem-solving skills.
Proficient knowledge of operating systems (Windows, MacOS) and industry standard web browsers.
Experience with email (POP, IMAP and Exchange) and communication software (Windows & Macintosh).
Experience assisting clients in their utilization of computer and network hardware and software.
Ability to communicate effectively, both verbally and in writing to various customers and work teams.
Demonstrated experience using organizational skills and abilities to successfully multiple tasks within established procedures and changing deadlines.
Demonstrated ability to contribute and collaborate effectively as a member of a highly functioning and productive team.
Ability to learn and adapt to high level of technical knowledge and training.
Experience with Enterprise Administrative Systems (Oracle) support.
Experience with the Google G Suite for Education.
Experience with mobile support including configuration and troubleshooting (iPhone, iPad, Android).
May require on-call availability and may require working during non-business hours and on weekends.
Punctual, regular, and consistent attendance is required.
Must be able to remain stationary for a normal period of time, routinely moves throughout an office environment and the ability to conduct a normal amount of work at a computer when performing production support tasks.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 165423
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.