What are the responsibilities and job description for the End User Computing Specialist Associate position at University of Michigan?
How to Apply
A cover letter and resume are required.
About Us
HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 200k customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine.
About You
You are customer-focused, efficient, adept at identifying customer needs, and have basic technical knowledge. You are an excellent communicator, a quick learner, and make the most of the resources available to you. A proven team player, you are flexible and motivated to make things better for your team, your organization, and can see the value your work directly provides to serve the tripart mission of Michigan Medicine.
Job Summary
Health Information Technology & Services (HITS) is seeking an End User Computing Specialist to join our Customer Service team. You will provide phone, chat, and walk-up support and assist our Michigan Medicine community with technology solutions that help them perform at their best. You will provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride.
Responsibilities
End-User Computing Specialists power the HITS Service Desk and Help Me Now locations and :
Provide 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
Practice Service Excellence Across All Contact Channels
Maintain Personal and Shared IT Knowledge
In addition, End User Computing Specialists may be asked to perform other duties as assigned.
Physical Requirements
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.
Required Qualifications
Minimum Experience and Education
Desired Qualifications
You should meet the following needs :
Technological Skills
Work Schedule
This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. Remote work options available. Candidates should be available to work onsite if needed.
Non-Michigan residents should inquire about potential employment while working remotely in a state other than Michigan. Apply to be part of a strong team that partners with our institution, community, and each other.
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 .
Background Screening
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.
Application Deadline
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.
U-M EEO / AA Statement
The University of Michigan is an equal opportunity / affirmative action employer.
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