Service Center Consultant Associate

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How to Apply

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.

Competitive salary available based on qualifications, experience and education of the selected candidate.

Summary

The University of Michigan is looking for a Service Center Consultant Associate to join the Information and Technology Services unit. This more-than-helpdesk role serves as an initial point of IT assistance for faculty, staff, students and other members of the university community; documents solutions; and collaborates across teams to provide high-quality technical support and customer service. These are full-time remote positions, with great university benefits.

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.

Responsibilities*

Work in a team environment providing IT support with a wide-ranging scope including:

• Compute and network infrastructure; desktop and mobile-devices; collaboration services

• Applications covering human resources; financials; student and alumni records; research administration; teaching and learning

• Identities; passwords and access

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.

Actively collaborate with team members and other service/support groups to resolve more complex issues. Update and improve existing support documentation. As skills and knowledge build, take on stretch assignments such as security incident response; desktop support; and systems analysis. Support the development, design, and implementation of new IT services, and improvement of existing 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

Actively seeks relevant professional development opportunities and sets a plan in conjunction with their supervisor. Participates fully and practices newly acquired skills and techniques to build long-term capacity.

Skills You Have

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.

Required Qualifications*

• High School diploma or equivalent combination of education, certification, and experience

• Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers

• Demonstrated proficiency with current computer technology and applications (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 oral and written communication skills

• Demonstrated ability to establish and maintain effective relationships with customers and colleagues to consistently provide exemplary customer service

Desired Qualifications*

• Associate's or Bachelor's degree

• Six months experience in IT, customer service, or other relevant settings

Additional Information

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.

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off

• A retirement plan that provides two-for-one matching contributions with immediate vesting

• Many choices for comprehensive health insurance

• Life insurance

• Long-term disability coverage

• Flexible spending accounts for healthcare and dependent care expenses

• Dental and Vision Insurance

• Parental and Maternity Leave

Application Deadline

Job openings are posted for at least 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.

U-M EEO/AA Statement

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

Job Detail

Job Opening ID

248433

Working Title

Service Center Consultant Associate

Job Title

Customer Help Desk Tech Assoc

Work Location

Ann Arbor Campus

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Its Us

Department

ITS SS Service Center

Posting Begin/End Date

4/30/2024 - 5/21/2024

Salary

$40,000.00 - $40,000.00

Career Interest

Information Technology

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