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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.

Job Summary

Do you delight in providing customers a totally awesome experience while continuing to grow your own skills and expertise?  Are you someone a team knows they can count on for your technical IT expertise and ability to get things done?  Can you think analytically and communicate clearly?  Are you a self-starter with a can-do attitude?  If you can answer yes to all those questions, we have an opportunity we sure hope you’ll consider.

The College of Literature, Science, and the Arts (LSA) is seeking an individual to join our IT customer experience team.  This team represents a combination of services, related to further enabling a consistently awesome experience for LSA IT customers.  As such, strong demonstrated passion and excellence in mission-focused customer service is a must.  Areas of responsibility will include initial point of user contact including walk-up, phone, email, and web; reactive and proactive user support; accounts management; and much more.  While similar to a service desk in operation, members of this team are expected to possess a deeper level of IT troubleshooting ability than is generally associated with a front-line service desk. 

Responsibilities*

Production support.   Provide first tier desktop support and service restoration.  Resolve or triage service requests.  Provide customer follow-up and education.  Proactively seeks information and utilizes analytical and creative problem solving skills along with standard processes and technologies resulting in efficient triage and resolution of reported problems and requests.

Proactive improvements.  Observe trends in support requests, suggesting and helping to implement enhancements as relevant to increase the customer experience.  Collaborate across other IT support teams within LSA and the broader University to cohesively deliver customer needs across enterprise and unique local solutions.

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.

Required Qualifications*

Bachelor degree in a related field and/or equivalent combination of education, certification and experience. 

Minimum of two years help desk and/or technical support experience, including providing outstanding customer service and accurately documenting detailed information.

Minimum of two years of related experience in desktop support and troubleshooting of Windows, Macintosh 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.

Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms.

Organizational Competencies

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

Develops and maintains positive relationships.

Maintains positive relationships inside and outside of work group.

Creative Problem Solving / Strategic Thinking

Prevents and solves simple problems, seeking help when required from colleagues and management.

Provides necessary attention to solve different levels of problems, often multitasking to solve moderate level problems.

Communication

Communicates clearly, effectively, correctly and knowledgeably with individuals.

Development of Self and Others

Takes initiative to develop self.

Flexibility / Adaptability to Change

Positively participates in change.

Assists implementation of change.

Leadership / Achievement Orientation

Demonstrated behavior aligned with the values and ethics of the profession.

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.

Quality Service

Establishes and maintains effective relationships with internal and external customers in a manner that provides satisfaction for the customer within the resources that can be made available.

Consistently meets the organization’s expectations for exemplary customer service.

Desired Qualifications*

Demonstrated familiarity with ticketing systems, including configuration and software setup.

Experience with developing and editing customer and technical support knowledge base documentation.

Work Schedule

May require on-call availability and may require working during non-business hours and on weekends.

Additional Information

The target salary range for this position is $46,000-$53,000. The actual salary offered may be higher based on the qualifications and experience of the selected candidate.  The position is at the desktop support intermediate level within the LSA IT Service Desk. 

The College of Literature, Science, and the Arts seeks to recruit and retain a diverse workforce as a reflection of our commitments to serve the diverse people of Michigan, fulfill the College’s Guiding Principles, and sustain the excellence of LSA.  

To learn more about diversity, equity, and inclusion visit http://lsa.umich.edu/lsa/about/diversity--equity-and-inclusion.html

To learn more about LSA’s Guiding Principles visit http://lsa.umich.edu/lsa/faculty-staff/human-resources/lsa-staff-guiding-principles.html

Background Screening

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.

Mission Statement

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.

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.