End-User Computing Specialists power the Service Desk and Help Me Now locations by doing the following:
Providing First-line Troubleshooting and Triage for Michigan Medicine Technologies
Educate end-users, faculty, and staff on the many IT tools utilized across Michigan Medicine
Triage and resolve customer requests for access, standard changes, or other general IT needs
Document 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
Triage and resolve queued calls via an Automated Call Distribution system
Triage and resolve critical classroom support issues
Triage and resolve online incidents and requests, including web submitted items via our Michigan Medicine Help Center
Triage and resolve online incidents and requests via IM/chat Maintaining Personal and Shared IT Knowledge
Maintaining Personal and Shared IT Knowledge
Build relationships, establish trust and solve problems for end-users, faculty, and students utilizing active and empathetic listening skills
Collaborate with IT professionals across the campus to master new workflows or technologies
Review and update knowledge content to ensure the customer receives accurate and relevant information
Participate 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.
You should meet the following needs: Technological Skill:
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 (Dropbox, OneDrive, Google Drive, etc.)
Experience or exposure with electronic medical records, such as Epic Systems
Experience or exposure with Zoom and Canvas
Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps, and more
Minimum Experience and Education:
1-2 years of direct customer support, preferably in either an academic or healthcare setting
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 move items within the contact center.
Additional certifications or education related to the delivery of IT services or problem-solving, such as Epic/Michart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota
Production System, Agile, or similar. Knowledge of UM policies, procedures, and tools. Associate’s degree in related field or equivalent combination of education, certification, and experience
This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. Due to the COVID-19 pandemic, we are currently working remotely in conjunction with a limited onsite staffing rotation supporting our data center.
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. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
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.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations are now required for all University of Michigan students, faculty and staff across all three campuses, including Michigan Medicine, by the start of the fall term on August 30, 2021. This includes those working or learning remotely. More information on this policy is available on the Campus Blueprint website or the U-M Dearborn and U-M Flint websites.
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.