How to Apply

A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:

1. Specifically outline the reasons for your interest in the position
2. Outline your particular skills and experience that directly relate to this position
3. Include your current or ending salary

Job Summary

The University of Michigan-Dearborn Information and Technology Services (ITS) has an exciting opportunity to hire a Service Center Support Specialist Associate to support IT on the Dearborn campus. As a member of the UM-Dearborn Operations team, the selected candidate will participate in tier one and two production support operations and be responsible for supporting customers at all levels, including the executive level, with their hardware, software, networking, storage, and security needs in a complex computing environment. This role requires a positive attitude, a drive to focus and produce results, and the ability to work independently to provide excellent customer service and effectively manage customer relationships in a constantly changing and evolving environment. This position will report to the Service Center Support Supervisor, who is responsible for supporting various departments across campus.

For more information about the department of ITS, please visit our website: https://umdearborn.edu/offices/information-technology-services

Responsibilities*

As a Service Center team member in the ITS organization at the University of Michigan-Dearborn, this position?s key responsibilities include but are not limited to the following:

• Provide Tier 1 Support: Deliver phone, chat, and in-person technical support for daily campus technology operations. Follow procedures to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, handheld devices, network and port configurations, and peripherals. Collaborate with team members and other technical staff, and promote IT services and upcoming changes.

• Monitor Systems and tickets: Actively monitor systems for availability, error conditions, adequate space allocation, backup integrity, and performance. Manage existing tickets in the Service Desk queue, ensuring customers are informed of progress towards resolution.

• Audio/Visual Support: Lead AV training sessions to ensure staff proficiency with AV equipment and software. As the AV Documentation Specialist, create and maintain comprehensive guides and manuals. Provide technical expertise and support for multiple AV projects, and participate in team meetings to discuss ongoing strategies. Monitor AV tickets, investigate issues, and provide timely resolutions. Set up and manage AV equipment for events and meetings, collaborating with other departments to meet AV needs. 

• Coordinate Incident Resolution: Work with team members and other support groups to resolve incidents and requests within service level expectations. Use service management tools to update and capture meaningful information, establishing standards and metrics for future incident and request resolutions.

• Collaborate and Improve Systems: Partner with team members and customers to develop, design, implement, and continuously improve systems. Write technical knowledge base articles for both internal and external audiences. Foster cooperation and customer relationships by coordinating with customers, Unit IT, and other technical staff for operational and project work.

• Manage Multiple Tasks: Handle multiple tasks simultaneously, prioritizing assignments, appointments, and meetings to ensure timely completion of work. Resolve issues involving multiple components (e.g., hardware, operating systems, applications, and network) and understand the service bundle (e.g., file storage, security). Proactively identify and resolve problems, seeking assistance after exhausting all Tier 1 options, and communicate issues impacting the university. Participate in processes supporting change.

• Enhance Hardware, Software, and Services: Identify gaps in established procedures and recommend improvements. 

• Train New Service Desk staff: Provide comprehensive training to new student workers on handling calls, chats, and tickets. This includes teaching effective communication techniques, troubleshooting procedures, and proper documentation practices to ensure consistent and high-quality support.

ORGANIZATIONAL COMPETENCIES:

Successful candidates will be expected to demonstrate in this role the following organizational competencies including but not limited to:

- Creative Problem Solving :

Demonstrate ability to prevent and solve simple problems, seeking help from others when required from colleagues and management. Recognize if a problem needs to be addressed. Take the appropriate level of action needed when opportunities for improvement are identified. Make changes in own work methods or systems to improve performance (e.g. faster, lower cost; improve quality, customer satisfaction, revenues).

- Building Relationships/Interpersonal Skills :

Demonstrate ability to develop and maintain positive and cooperative relationships, inside and outside of the workgroup, interacting in a friendly, open, honest, and accepting manner. Maintain agreed upon levels of confidentiality.

- Communications :

Demonstrate ability to communicate correctly and knowledgeably with individuals both verbally and in writing, to different audiences. Be able to speak concisely, use technical terms knowledgeably, and use correct grammar, spelling, and punctuation in writing. Paraphrase and use modify communication style in accordance with awareness of differences.

Required Qualifications*

- Degree in computer science or a related field, or equivalent combination of education, certification, and experience.

- Minimum of one year experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and layered software.

- Familiarity with some or all of the following technologies: Windows 10/11, macOS 11.x+ (Big Sur and later), Microsoft Office 365, browsers, local account management, scripting, software installs and removals, registry, command line, Service Desk ticket systems, remote support, and system management tools.

- Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for at least one of the following platforms/systems: Windows or Mac.

- Familiarity with current computer technology and applications. 

Desired Qualifications*

- Broad, multidisciplinary infrastructure background.
- Experience supporting both Windows and Mac systems.
- Experience utilizing enterprise level system management tools (such as SCCM) and processes.
- Experience supporting executives.

- Experience working a customer service role in a Call Center

Work Schedule

May require working non-standard hours and on weekends. May require on-call availability. Schedule subject to change. Punctual, regular, and consistent attendance is required. 

Work Locations

May require travel to various locations on and off the university campus.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

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 which the incumbent signs.

Application Deadline

Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.