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.

The School of Dentistry has an exciting opportunity for a Desktop Support Specialist Intermediate. Dental Informatics is charged with supporting and providing technology to faculty, students, and staff to further the School of Dentistry’s teaching, research, and healthcare missions, with a focus on adopting cloud technologies. This a challenging opportunity to work for the #1 ranked Dental School in the United States, and as such, requires the team member to be able to work collaboratively across various technical disciplines.  These include, but are not limited to, desk-side technical support, end-user training, research-lab technology, audio-visual technology, teaching solutions, and other specialties within the Dental Informatics team. This role will be key in helping the School of Dentistry transition its support model and customer service strategy to cloud services, and advancing Dentistry’s technological posture.

Customer service is our primary focus, and the successful candidate must be able to balance traditional help desk phone and walk-in support duties with any project-based support challenges that arise in a dynamic information technology atmosphere. The School of Dentistry is a rewardingly diverse and collaborative environment and requires that the successful candidate possess demonstrated excellent written and verbal communication skills, and strong problem-solving abilities. The Desktop Support team within Dental Informatics requires someone with the ability to perform in a fast-paced environment, show strong initiative, and have the ability to communicate complex technical concepts to groups with diverse technical backgrounds. 

• Install, configure and maintain desktop computers, printers, and mobile devices
• Support the computers and mobile devices in the school’s clinics and offices on campus and around Ann Arbor
• Support the technology equipment in the school’s classrooms and conference rooms
• Coverage of the Dental Informatics Help Center via phone, walk-in and scheduled visits.  Respond to and resolve customer support requests in the ticketing system - ensuring appropriate documentation.
• Assist Dental Informatics team members with project-based and operational tasks

• Associates degree in related field and/or equivalent combination of education, certication, and experience.
• Minimum of one-year help desk and/or technical support experience, including providing outstanding customer service and accurately documenting detailed information.
• Minimum of one-year of related experience in desktop support and troubleshooting.
• Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms.
• Solid oral and written communication skills.
• Demonstrated ability to develop and maintain positive relationships, inside and outside of workgroup, interacting in a friendly, open, honest, and accepting manner.
• Communication:  Ability to express technical concepts and information effectively, both verbally and in writing to non-technical users. Ability to constructively voice options and alternative approaches. Ability to handle and manage conflict resolution and difficult conversations. 
• Flexibility: Ability to adapt to change in a fast-paced environment. Ability to occasionally work flexible hours (early morning, early evenings, weekend clinic support or weekend maintenance windows).

• Experience configuring and supporting computers within an enterprise Microsoft Active Directory environment

• Experience with an electronic health record and imaging systems

• Experience with software license managing technologies

• Experience working in a healthcare environment

• Experience with HIPAA compliance and security regulations in a working environment

• Experience with mobile device management, including Jamf and/or Airwatch

• ITIL certification or other help desk certification/service management training

MDentistry: advancing health through education, service, research and discovery.MDentistry Core Values: Compassion, Leadership, Excellence, Responsibility, Trust, Creativity, and Inclusion.The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by:

Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences.
Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth

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.