A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Health Information Technology & Services (HITS) is looking for an End User Computing Specialist to serve our IT customers as part of the Core Service Desk. The HITS Service Desk handles nearly 250,000 customer contacts per year, with users reaching out via multiple channels for help with their technology issues. As the first line of contact for HITS, the Service Desk supports the patient care, research, and education missions of Michigan Medicine every day. Our specialists strive to offer solutions that are simple, correct, and direct, and to deliver them with empathy, efficiency, and pride.
End User Computing Specialists power the Service Desk by doing the following:
Providing First-line Troubleshooting and Triage for Michigan Medicine Technologies
Educating users on the many IT tools utilized within the UM Academic Medical Center
Processing customer requests for access, standard changes, or other general IT needs
Documenting all steps taken in troubleshooting within a ticketing system, following good incident management process to resolve issues where possible or triage/escalate issues when necessary
Practicing Service Excellence Across All Contact Channels
Handling queued calls via an Automated Call Distribution system
Delivering in-person support at a “Help Me Now” walk-up center or travelling “pop-up” technology clinics across Michigan Medicine
Responding to email and web submitted contacts
Maintaining Personal and Shared IT Knowledge
Collaborating with IT professionals across the campus to master new workflows or technologies
Reviewing and updating the team knowledgebase to ensure the customer receives accurate and relevant information
Participating in team in-services, skills development sessions, feedback meetings, and special projects
In addition, End User Computing Specialists may be asked to perform other duties as assigned.
Successful candidates for the End User Computing Specialist position should meet the following needs:
Demonstrated proficiency with common device setups used within Michigan Medicine, including Windows and Mac computers, iOS and Android smart devices, and their peripherals
Significant familiarity with enterprise productivity software, such as the Microsoft Office suite and Google Tools
Troubleshooting skill with storage solutions, such as network file shares (NAS) and cloud applications (Box, Google Drive, etc.)
Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps, and more
Minimum Experience and Education
3-5 years of direct customer support, preferably in either an academic or healthcare setting
Associate’s degree in related field or equivalent combination of education, certification, and experience
Excellent communication skills via in-person engagements, phone, email, and IM/chat
While performing the duties of this position, End User Computing Specialists may regularly be required to sit for long periods of time. Duties include significant keyboarding and computer-based activities while using the telephone. Specialists may also need to lift up to 50 pounds to set up a travelling “pop-up” technology clinic.
Additional certifications or education related to the delivery of IT services or problem solving, such as A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile, or similar. Knowledge of UM policies, procedures, and tools.
This position is part of a 24x7x365 Service Desk. Although the position will primarily take place between 7AM and 7PM, Monday through Friday, candidates may be asked to work other shifts to meet the needs of HITS. This may include afternoon, overnight, weekend, or holiday shifts as needed.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
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.