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.
Information and Technology Services (ITS) is looking for a Service Center Consultant Associate to join the Service Center within ITS. This position reports to a manager or supervisor in the ITS Service Center.
The role will serve as an initial point of IT assistance for faculty, staff, students and other members of the university community; practice Knowledge-Centered Service: using, updating and creating articles in the course of resolving incidents and fulfilling requests. The consultant also follows up with other service/support groups to ensure that open issues are making progress and communication with customers is timely and effective.
WHO WE ARE
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
ITS’s mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have at least one (1) year of experience in IT, customer service or other relevant settings and excellent customer service skills.
Work in a team environment as a member of the Information and Technology Services (ITS) Service Center, a customer-facing (tier-1) technology service and support group with a wide-ranging scope including:
Compute and network infrastructure; desktop and mobile-device support; collaboration services
Enterprise applications support: HR; financials; student and alumni records; research administration
Identities; authentication; and access management
Applications and services supporting the Teaching and Learning missions at the university
Provide high quality customer service and technical support via multiple channels: phone, email, chat, in-person, and IT management / workflow systems. Document requests and reported issues (incidents). Fulfill routine service requests and provides needed information such as setting system permissions and providing how-to guidance. Verify and troubleshoot issues; use training and available documentation to provide solutions. Actively collaborate with team members and other service/support groups to resolve more complex issues. Update and improve existing support documentation.
Educate customers on available IT services; recommend appropriate hardware, software, settings and learning resources. Advise customers on IT security policies and procedures. Support the development, design, implementation and improvement of services.
Development of Self and Others
Our team members are always improving and developing in areas such as:
Advanced customer service techniques
The latest changes in tools and technologies
New skills that increase effectiveness for the individual, team or organization
Development activities may include: on-the-job training, attending technical courses or conferences, reading, research and testing. Actively seeks relevant professional development opportunities and sets a plan in conjunction with supervisor. Participates fully and practices newly acquired skills and techniques to build long-term capacity.
High School diploma or equivalent combination of education, certification, and experience
Minimum of one (1) year experience in IT, customer service, or other relevant settings
Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
Demonstrated proficiency with current computer technology and applications (e.g. tools for documents, spreadsheets, presentations, and collaboration)
Demonstrated ability to leverage a variety of information sources and technical tools to perform day-to-day tasks
Demonstrated effective creative problem solving with excellent troubleshooting, organizational, and analytical skills
Demonstrated effective communication skills via email, letters, and in person to teams and customers
Demonstrated ability to establish and maintain effective relationships with customers and colleagues
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.
Demonstrated effective communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service.
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
Two (2) years of experience on a technical support team
Experience with mobile support including configuration and troubleshooting (iPhone, iPad, Android)
Information and Technology Services is excited to be filling 40-plus positions this fall to support the missions of the university through the innovative and appropriate use of technology. We have been strategic in our hiring over the last two years in order to fund and invest in our future with these key positions. As a valued team member, you will help create and run the technology that powers the University of Michigan – supporting the students, faculty, and staff who are helping to improve the world!
Physical Demands / Work Environment
Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer; travel to various locations on and off campus. May require working scheduled shifts outside of typical business hours and on weekends, as well as availability for on-call duty. Punctual, regular, and consistent attendance is required.
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. The review and selection process may begin as early as the eighth day after posting. This opening 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: 178484
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.