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How to Apply

A cover letter and resume are required; the cover letter must be PAGE 1 of your resume. The letter should:

  1. Specifically outline the reasons for your interest in the position;
  2. Outline your particular skills and experience that directly relate to this position; and
  3. Include your current or ending salary.

Job Summary

Merit Network Inc., a nonprofit corporation owned and governed by Michigan’s public universities, owns and operates America’s longest-running regional research and education network. In 1966, Michigan’s public universities created Merit as a shared resource to help meet their common need for networking assistance. For over 50 years, Merit Network has remained on the forefront of research and education networking expertise and services. Merit provides high-performance networking solutions to Michigan’s public universities, colleges, K-12 organizations, libraries, state government, healthcare and other non-profit organizations.


For more information: http://www.merit.edu/


The Cyber Range Facilitator manages client/member interactions in conjunction with the basic technical skills to facilitate demonstrations, workshops, classes, and exercises. This position is dedicated to operations conducted by the Michigan Cyber Range at its extension sites, called Cyber Range Hubs, and other venues. 


The Cyber Range Facilitator is the primary facilitator for demonstrations, workshops, classes, and exercises related to the Michigan Cyber Range. The Cyber Range Facilitator learns and relates technical information to both non-technical and technical audiences.  The individual learns basic client workstation administration along with skills specific to the Michigan Cyber Range infrastructure to identify, correct, or mitigate common issues associated with these events.


The Cyber Range Facilitator plans events as part of a team, but often executes these events independently. 

Responsibilities*

Essential Functions for this position are followed by an (E).


As the Cyber Range Facilitator, this position’s key responsibilities include, but are not limited to, the following:


Facilitate online events through telepresence or other distance learning technologies (20%)

  • Conduct and report on participant registration, to include any support requests necessary to provision resources necessary for an event. (E)
  • Ensure proper connectivity and take appropriate steps if the existing connectivity is not sufficient. (E)
  • Answer participants’ questions, follow up on any outstanding issues, and conduct an After Action Review with the Operations Manager at the conclusion of each event. (E)


Facilitate onsite events (30%)

  • Conduct and report on participant registration, to include any support requests necessary to provision resources necessary for an event. (E)
  • Ensure proper connectivity and take appropriate steps if the existing connectivity is not sufficient. (E)
  • Setup and tear down the event venue:
    • Move items weighing up to 50 pounds from the floor to tabletop height without assistance of another employee. (E)
    • Position self in various areas (including areas beneath furniture or close to the floor) in order to connect computer cables. (E)
    • Move items weighing at least 100 pounds, including tables, podiums, and computer cases. (E)
  • Answer participants’ questions, follow up on any outstanding issues, and conduct an After Action Review with the Operations Manager at the conclusion of each event. (E)


Facilitate offsite events (30%)

  • Be prepared to travel to event locations. 
    • This travel is usually within the FEMA Region V area (i.e., Ohio, Indiana, Illinois, Michigan, Wisconsin, and Minnesota), but could also require air travel to sites around the continental United States.
    • Travel is not anticipated to be more than three or four times a month, but this varies month to month.
  • Pack and move the equipment required for the event to and from the storage space, event space, and/or transportation vehicle(s). (E)
  • Reliably and efficiently transport all materials (including tables, podiums, print material, and other items) to and from event spaces located within the FEMA Region V area (i.e., Ohio, Indiana, Illinois, Michigan, Wisconsin, and Minnesota).
  • Load and unload items weighing up to 100 pounds from the cargo van and transport items to and from the event and storage spaces (see above for lifting requirements). (E)
  • Manage the event within stated budget limits. (E)


Support Business Development & Member Engagement (20%)

  • Assist in coordination and delivery of sales presentations, demonstrations.
  • Assist with Request for Proposal (RFP) response for security solutions as needed.

* Please note that this job posting is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or others may be assigned at any time with or without notice.

Required Qualifications*

  • High School diploma.
  • Minimum of 10 years’ experience in customer service.
  • Minimum of 7 years’ experience in managing customer service.
  • Demonstrated ability to learn and explain technical topics. 
  • Demonstrated ability to plan and manage events, to include logistics, budget, and execution.
  • Excellent interpersonal skills including the ability to handle difficult personalities, manage interactions with groups of people, and arrange logistics of an event in coordination with others.
  • Previous experience with public speaking on technical topics.
  • Excellent interpersonal communication skills with a strong customer focus and an ability to interact with a wide variety of individuals in a professional manner.
  • Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and social media platforms.
  • Collaborate and work as a team player. Assist with workload(s) outside of defined job descriptions is expected.
  • Excellent work ethic and commitment to the mission of the organization.
  • Experience working in a fast-paced professional environment and ability to work under pressure independently and in teams
  • Good judgment and discretion is a must.

Desired Qualifications*

  • Bachelor’s degree from an accredited four-year university or college.
  • Minimum of 15 years’ experience in customer service.
  • Minimum of 13 years’ experience in managing customer service.

Work Schedule

This position is expected to work 30-40 hours per week. Schedule will vary based upon weekly workload and training schedule.

Additional Information

Other Duties
Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility
This position has no supervisory responsibilities.  

Work Environment
This job operates in a professional environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee (with or without accommodations) to successfully perform the essential functions of this job.

Employee must frequently work at computer station, answer telephone calls, emails, and/or other forms of customer/client communication. Employee may on occasion be required to move items of various sizes and weights throughout the office or building.

Position Type/Expected Hours of Work
This is a full-time position, work schedule will be determined by supervisor and may change if necessary. There may be some occasional work required outside of established schedule, which may include weekends and holidays. Typical work schedule is 8am – 5pm, Monday through Friday for most staff, although travel and event set up may require weekend work.

Travel
Travel is required.

Background Screening

The University of Michigan/Merit Network Inc. 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

Merit serves the research, education and public sector communities as a trusted and valued partner. Merit advances member success, research, economic development, collaboration, and professional development by leveraging its network infrastructure, expertise and the value of its member communities.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  This job may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO/AA Statement

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