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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

Department Summary

Provide a brief description of the department overview. Items may include general history of the unit, number of employees, and department vision and mission. .

Job Summary

You will assist in providing production support for the IT & A/V infrastructure, operations and services for University Housing including student facing systems used by the 10,000+ residents of on-campus housing. Your primary focus will be on supporting unit specific systems and technology solutions not directly supported by our shared service providers, including, but not limited to, exterior and student room access control, point of sale equipment, laundry and vending readers, and audio-visual equipment in conference rooms, classrooms and CLCs. You will collaborate with, assist, and advocate for our unit partners with our shared service providers and vendors to address their business problems through the integration of unit specific enterprise applications and systems to ensure that solutions function as intended. You must have broad technical knowledge and the ability and desire to learn new systems and innovative technological applications.

Responsibilities*

60% Production Support of End Users and Technology Systems

  • Provide second tier technical support and service restoration for daily operations and project efforts in a complex, distributed computing environment, including participation in an after-hours and weekend on-call rotation.
  • Perform a broad range of IT & A/V installation, configuration, and support services for exterior and student room access control, point of sale equipment, laundry and vending readers, audio visual equipment, PC and Mac, mobile devices, enterprise software, server and database administration, network support, and security. Work assignments include issues involving multiple components and integration of those components (e.g. MiWorkspace imaged computers, enterprise applications, and access hardware), as well as requiring proficiency with the bundled service offerings (e.g. networking, disk space, security, file sharing).
  • Participate in project implementations such as: upgrades to enterprise systems; planning, testing, and deploying new technologies; and integration with backend and unit services.
  • Support and collaborate with team members, unit partners, and shared service providers and contribute to efforts to develop, design, implement, and continuously improve systems.
  • Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions and data to meet customer needs.
  • Ensure the security of departmental data and systems by assisting in the maintenance of desktop and server security, and assisting in the remediation of security vulnerabilities across Housing systems.

25% Project Planning and Implementation

  • Proactively seek information and utilize analytical and creative problem solving skills, along with standard processes and technologies, resulting in secure and reliable connections to, and use of, systems, applications, and infrastructure.
  • 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 technologies. Recommends improvements in current processes.
  • Demonstrate relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating partner units and team members on the use of services, handling of sensitive data, and resolving incidents.

15% Professional Development

  • Stay current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing. Mentor other staff.
  • Demonstrate skill development by actively participating in growth opportunities. Apply new skills / knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties. Meets or exceeds customer expectations and performance metrics.
  • Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.
  • Assist in the selection and training of student staff acting in a user support role.

Required Qualifications*

  • Associate Degree or equivalent (computer related certifications)
  • 2-3 years of related experience in desktop support, troubleshooting, and administering Windows, Mac, and/or Linux based systems and layered software.
  • 1-2 years of related experience troubleshooting network connectivity, printing issues, A/V issues and related technologies.
  • 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 and cloud platforms.

Desired Qualifications*

  • Bachelor’s degree in computer science, information technology or a related field, or an equivalent combination of education, certification and experience.
  • Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows, Mac, or Linux-based operating systems.
  • Familiarity with desktop storage and backup technologies.
  • Experience identifying areas of potential divergence and an ability to work toward resolution.
  • Experience with the use of desktop management tools to administer dozens to hundreds of computers in a complex IT environment.
  • Experience with the U-M information technology environment, including MiWorkspace.
  • Extensive knowledge of information technology products and services.
  • Experience with computer programming or scripting.
  • Experience integrating computing components in small- and medium-scale presentation and auditorium environments.
  • Demonstrated ability to identify and resolve computing vs. A/V issues.

Additional Information

Position Criteria:

These are the criteria that the hiring team will be evaluating the candidate for:

Action Oriented

  • 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.
  • Ability to work independently.

Balance Stakeholders

  • Ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets expectations for exemplary customer service within the resources that can be made available.
  • Ability to establish and maintain effective relationships with internal and external vendors in a manner that provides for exemplary customer service for our customers.

Communicates Effectively

  • Ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing, varying style to fit the audience, and actively communicates with those with differing opinions and differing levels of understanding.

Customer Focus

  • Ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets expectations for exemplary customer service within the resources that can be made available.
  • Ability to see issues from the customer’s perspective assesses urgency of requests and responds accordingly.

Manages Ambiguity

  • Understands and accepts the need for change, cooperate in implementation, and constructively voices concerns and propose alternatives.
  • Ability to assist in the implementation of changes within established and changing deadlines.

Decision Quality

  • Ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.
  • Ability to prevent and solve simple problems, seeking help when required from colleagues and management.
  • Ability to see issues from the customer’s perspective assesses urgency of requests and responds accordingly.

Instills Trust

  • Demonstrated initiative in setting and measuring performance against goals and evaluating results.

Interpersonal Savvy

  • Ability to develop and maintain positive relationships, inside and outside of work group, interacting in a friendly, open, honest, and accepting manner.
  • Ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.

Manages Complexity

  • Ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.
  • Ability to prevent and solve simple problems, seeking help when required from colleagues and management.
  • Demonstrated initiative in setting and measuring performance against goals and evaluating results.

Self-Development

  • Demonstrated initiative in participating in growth opportunities, taking initiative for continuous development and improvement.
  • Ability to apply new skills/knowledge to the job.

Manages Diversity

  • Demonstrated commitment to diversity and a solid understanding of cultural, ethnic and individual differences.

Working conditions

Note: This is a term limited two year position. This position will require after hours and weekend support as part of an on-call rotation, with occasional work outside of normal business hours for planned upgrades and best-effort response to major outages.

Physical requirements

Troubleshooting and responding to problem reports routinely requires travel across campus, accessing equipment in tight and confined spaces, ascends/descends ladders and periodically transporting heavy (up to 50#) objects.

Direct reports

Computer Consultants II & III (6-12 student staff)

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.