A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:
Specifically outline the reasons for your interest in the position
Outline your particular skills and experience that directly relate to this position
Include your current or ending salary
The starting salary may vary depending on qualifications and experience of the selected candidate.
The University of Michigan Information and Technology Services (ITS) Service Center has an exciting opportunity to employ a Service Desk Consultant Associate to provide support at the Tier I level. As a member of the Service Desk team, the selected candidate will be responsible for effective and efficient handling of requests by ensuring quick and responsible resolution of issues.
This position will report to the Service Desk Supervisor responsible for production support operations. The production support team will be handling requests about the University computing environment and administrative systems from various customers including staff, students, faculty, alumni and guests across the University campus.
The successful candidate will be required to have the ability to learn and effectively apply technical support knowledge, demonstrate exemplary customer service skills and be adaptable to changes that may be ambiguous.
To learn more about ITS, visit our website: http://www.its.umich.edu/
While not limited to the list below, in general, a member of the ITS Service Desk Consultant team can expect to:
Provide support (under general direction) to end users for PC, server, mainframe applications, hardware and/or administrative systems. 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.
Consult with customers on the 764-HELP hotline particularly in the following areas: ITS services, products and networks, including PeopleSoft, Web Applications, UNIX OS, Macintosh OS, PC-compatible OSs and utilities, hardware and applications and internet client software.
Receive in-bound emails, web requests and phone calls from end-users. Evaluate problems and determine priority of response. Research, isolate and troubleshoot technical instances. Provide resolutions, workarounds and problem escalation for Tier II support to ensure end-users successfully utilize the UM Computing Environment and Administrative Systems. Educate the end-user community for access to supported systems utilizing internal help desk tools to walk users through the systems. Provide end-users with information on how to access help documentation and e-Learning resources.
Create and maintain documentation to support users and the Service Desk team. Work with subject matter experts to document, research, review and update issues in the knowledge management systems. Support the development of end-user documentation by working with the performance support team, making content recommendations and assisting with the review of documentation.
Conduct effective communications with co-workers, product teams and end-users with guidance from senior personnel.
Support internal teams and projects. Identify and communicate end-user needs to project teams. Participate in system testing and knowledge management activities.
While not limited to the list below, the successful candidate will be expected to demonstrate the following organizational competencies:
CREATIVE PROBLEM SOLVING - Demonstrated ability to prevent and solve simple problems, seeking help from others when required.
QUALITY SERVICE - Demonstrated ability to see issues from the customer's perspective, assess the urgency of requests and respond accordingly.
COMMUNICATION - Demonstrated ability to communicate clearly, correctly, knowledgeably and effectively both verbally and in writing. Demonstrated ability to communicate effectively to groups, varying style to fit the audience, actively communicating with those with differing opinions and differing levels of understanding.
High school degree or an equivalent combination of education, certification and experience.
A minimum of one (1) year of experience on a technical support team, demonstrating exemplary 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 manage 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 levels of technical knowledge and training.
Associate or Bachelor’s degree.
Experience with Enterprise Administrative Systems (Oracle) support.
Experience with mobile support including configuration and troubleshooting of Blackberry, iPhone, iPad and Android devices.
Punctual, regular and consistent attendance is required. May require on-call availability and may require working during non-business hours and on weekends.
The selected candidate will be conducting work in a stationary position for a normal amount of time and have the ability to move around an office environment; able to conduct work at a computer. The selected candidate will be responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
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 is committed to offering a high-quality benefits package to support faculty, staff and their families.
The University of Michigan:
Maintained its ranking as the No. 4 public university in U.S. News & World Report's 2018 annual list of the nation's best undergraduate colleges and universities.
Is listed at No. 3 by Money Magazine’s “Best Colleges for Your Money 2017/2018" which evaluated 711 higher education institutions on 27 factors within three broad categories: educational quality, affordability and alumni success.
Is ranked 16th among top U.S. public universities and maintained its spot as the world’s 21st top institution according to Times Higher Education. The 2018 annual list ranks the top 1,000 universities worldwide based on 13 performance indicators separated into five categories: teaching, research, citations, industry income and international outlook. Earlier this year, U-M was ranked 15th in the organization's annual Reputation Rankings, which are based on results from an invitation-only survey of scholars from around the world.
Is featured as one of the "Great Colleges to Work For" in the 2017 Chronicle of Higher Education.
Received the 2017 Seal of Distinction by the WorldatWork Alliance, recognizing strategies and practices that help employees achieve success in work-life effectiveness.
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.
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.