This job provides high-touch customer oriented IT support in the college of Literature, Science, and the Arts (LSA) at the University of Michigan. The primary role for this is providing desk-side IT support as a field technician in a subset of LSA academic departments. Customers include faculty, staff and students in administrative, academic, and research environments. Because of the wide-ranging constituency, customer service and excellent communication are of primary focus. A successful applicant should have a high level of effective communications knowledge and experience -- both written and verbal -- in order to quickly offer appropriate assistance to correspond to a customer's ability, with the appropriate priority. This successful applicant will exhibit proficiency with multiple platforms, workflows, applications, and networks. As this environment is dynamic, the applicant should be capable of staying focused and on-task while keeping productivity interruptions to a minimum.
Project implementation. Collaborate with and gather technical requirements to provide robust and sustainable IT solutions. Provide consultation on application/system interactions and dependencies. Conduct analysis, planning, testing, and implementation of hardware and software solutions. Develop and document procedures and maintenance plans for the team and technical staff.
Proactive administration. Collaborate and advise on technical features and processing options. Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technology. Recommend improvements in current processes.
Production Support. Provide technical systems support and service restoration. Analyze, plan, and implement system maintenance, including software patches and upgrades. Support and collaborate with other technical staff. Monitor systems for availability, error conditions, and performance.
Problem Resolution. Perform root-cause analysis by investigating, analyzing, and resolving system problems, poor performance, and error conditions. Consult and coordinate activities with senior staff to troubleshoot and resolve problems.
Professional Development. Stay current with relevant advances in technologies. This could include: on-the-job training, attend technical courses or conferences, read, research, and test. Develop and follow best practices and procedures and share knowledge.
Bachelor degree in a related field and/or equivalent combination of education, certification and experience.
Requirements for this position are based largely on the UM Professional Competencies model. Demonstrated proficiency in each of the seven competencies below is required, with candidates required to meet the majority of the items listed in each of the seven competencies.
Building Relationship / Interpersonal Skills
Demonstrated ability to develop and maintain positive relationships, inside and outside of work group, interacting in a friendly, open, honest, and accepting manner.
Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.
Creative Problem Solving / Strategic Thinking
Demonstrated ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.
Demonstrated ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing, to differing audiences.
Development of Self and Others
Demonstrated initiative in participating in growth opportunities, taking initiative for continuous development and improvement.
Flexibility / Adaptability to Change
Understand and accept the need for change, cooperate in implementation, and constructively voice concerns and propose alternatives.
Ability to assist in the implementation of changes within established and changing deadlines.
Leadership / Achievement Orientation
Demonstrated behavior aligned with the values and ethics of the profession.
Demonstrated initiative in setting and measuring performance against goals and evaluating results.
Demonstrated ability to understand what is expected to do the job well, function effectively in a team, achieve deadlines, accept accountability for mistakes, and take corrective action.
Demonstrated ability to work independently.
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets expectations for exemplary customer service.
1 year of related experience in desktop support and troubleshooting of Windows and/or Linux-based systems.
Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for a variety of problems or challenges in academic situations.
Proficient with word processing, spreadsheet, Google Apps, and other collaboration platforms.
Experience supporting Linux operating systems and Linux-based applications.
Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Linux-based operating systems.
Demonstrated ability to support specialized research computing needs.
The target salary range for the position is $39,000-$52,000. The position may be filled at the associate or intermediate level depending upon candidate qualifications. The actual salary offered may be higher based on the qualifications and experience of the selected candidate.
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.
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. This job 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.