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How to Apply

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.

Responsibilities*

Responsibilities include but not limited to the following: Performs troubleshooting and resolution of device support issues for Michigan Medicine clinical locations. Specific responsibilities include desktop installations, laptop deployments, upgrades and troubleshooting of all new and existing hardware, software and network issues. Provides advice and assistance over the phone and in person for all information technology related issues. Work on the determination and resolution of hardware, software, network, and mobile device related issues, supporting remote clinical, business, and research departments, using both wired and wireless devices. Exercise problem escalation process with other support staff and HITS support groups to ensure timely incident resolutions and customer satisfaction. Documents all customer calls into the problem management system for tracking, trending, and problem escalation. Maintains regular communication with customers, informing them of the current status of their escalated trouble ticket. Performs call back and follow through on customer issues to ensure customer satisfaction.

Understands broad and technical concepts and technical industry. Keeps current in technology and continuous support improvements. Maintains current knowledge of applications used enterprise-wide.

Project work including facility projects including new equipment and hardware upgrades. Department specific work related to OS upgrades, application roll outs, hardware upgrades, and customer moves. Equipment management including recommendations, customer requests for equipment, purchasing, funding, receiving, un-boxing, deployment, tracking, and preparation for property disposition.

Required Qualifications*

Associate degree or equivalent, and 2-3 years of computer experience. Experience supporting Windows 7 and 10 workstations, mobile devices, wired and wireless infrastructure experience required. Ability to support new combinations of network protocols, desktop operating systems and applications. Demonstrate strong customer service skills, ability to work independently as well as a member of a team. Excellent interpersonal, written, and verbal communication skills. While performing the duties of this position, the employee is regularly required to stand, sit, use hands and fingers, reach and talk or hear and is required to drive and walk and frequently lifts and/or moves up to 50 Lbs. The employee in this position must have the ability to travel to remote Michigan Medicine clinical locations.

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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.

Application Deadline

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.