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.
Information and Technology Services (ITS) is looking for a Service Center Consultant Associate to join the Service Center within Support Services.This position reports to a manager or supervisor in the ITS Service Center.
The role will serve as an initial point of IT assistance for faculty, staff, students and other members of the university community; practice Knowledge-Centered Service: using, updating and creating articles in the course of resolving incidents and fulfilling requests. The consultant also follows up with other service/support groups to ensure that open issues are making progress and communication with customers is timely and effective.
Work in a team environment as a member of the Information and Technology Services (ITS) Service Center, a customer-facing (Tier 1) technology service and support group with a wide-ranging scope including:
Compute and network infrastructure; desktop and mobile-device support; collaboration services
Enterprise applications support: human resources; financials; student and alumni records; research administration
Identities; authentication; and access management
Applications and services supporting the Teaching and Learning missions at the university
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.
Educate customers on available IT services; recommend appropriate hardware, software, settings and learning resources. Advise customers on IT security policies and procedures. Support the development, design, implementation and improvement of 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
Development activities may include: on-the-job training, attending technical courses or conferences, reading, research and testing. Actively seeks relevant professional development opportunities and sets a plan in conjunction with supervisor. Participates fully and practices newly acquired skills and techniques to build long-term capacity.
High School diploma or equivalent combination of education, certification, and experience
Minimum of one year experience in IT, customer service, or other relevant settings
Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
Demonstrated proficiency with current computer technology and applications (e.g. 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
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.
Demonstrated effective communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service.
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
Two years of experience on a technical support team
Experience with mobile support including configuration and troubleshooting (iPhone, iPad, Android)
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.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 191607
About University of Michigan - Ann Arbor
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.