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Responsibilities*

Assist faculty, staff, and students with technical products or services by answering questions and solving problems in person, on the phone, and via computer (through email and chat programs).

Identify, investigate, and research questions and problems, and refer to technical, professional, or service personnel for follow-up, as appropriate.

Apply basic skills and procedures appropriate for the position within assigned functional area.

Duties and tasks are standardized. Resolve routine questions and problems, and work through complex issues to the furthest extent possible before referring them to higher levels.

Work under direct supervision and follow standard procedures to accomplish assigned tasks.

Monitor, maintain, and assist in all of the open computer labs on campus by monitoring noise levels, responding to complaints, surveying equipment status of printers and computers, and assisting with usage of the equipment.

Assist with writing and reviewing user documentation including QuickNotes and other training publications.

Assist with creating and editing help videos for use in ITS publications.

Assist with preparing and updating ITS documentation for use in the unit as a permanent record.

Update technical skills as necessary by reading manuals and journals, subscribing to discussion groups, attending training, etc.

Represent ITS endeavors in departmental and/or university-wide committees.

Required Qualifications*

Associates degree in Computer Science or related field or significant progress towards completion of a degree.

Demonstrate knowledge and skills in technology and information systems including hardware and software troubleshooting.

Demonstrate proficiency troubleshooting multiple operating systems including Windows 7/8.1/10 and Mac OSX.

Demonstrate ability to create and edit documentation for supporting customers as well as technical documentation for the unit.

Demonstrate excellent oral and written communication skills necessary to interact effectively with colleagues and University personnel with users of varying technological skill levels.

Demonstrate good organizational and problem-solving skills; ability to anticipate problems and take initiative, structuring one's own activities and using resources in ways that maximize productivity and efficiency.

Demonstrate good work habits, dependability, punctuality, flexibility, and attendance.

Demonstrate willingness to learn and comprehend additional technical skills.

At least 1 year experience working in an Information Technology Helpdesk or similar environment.

Evening and weekend hours are required.

Desired Qualifications*

Experience utilizing Desk.com or similar product.

Experience utilizing Camtasia or similar product.

Experience utilizing a multi-line phone system.

Familiarity with University policies and procedures is preferred.

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.

U-M EEO/AA Statement

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