How to Apply
A cover letter is REQUIRED for consideration for this position and should be included 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. Your application will not be considered without a cover letter.
The College of Literature, Science, and the Arts (LSA) is the largest of U-M’s 19 schools and colleges, with more than 100 degree programs in over 75 academic units. LSA Information Technology (LSA IT) is at the forefront of providing computer support to the entire LSA community of faculty, students, and staff, ensuring their work can be done at the highest levels.
The Customer Experience Team (CET) within LSA IT was created to serve as the initial point of user contact for all LSA users, providing Service Desk walk-up, phone, and email support. A successful member of CET must have a demonstrable passion for customer service and possess a high degree of technical proficiency. The ideal candidate is a skilled learner who is able to multitask and handle interruptions in both a structured and unstructured environment. The ability to exude patience and clearly communicate with users is a must.
If you delight in providing great service to those around you while growing your own skills and expertise, CET can be a perfect place to grow professionally while providing real value to the LSA academic community. Our team is located across various locations on Central Campus, and there is never a dull moment in the realm of customer service! Whether it is troubleshooting a computer for a professor or contributing to the knowledge base, CET strives to be a fun, engaging, and service-oriented resource for the LSA community when a helping hand is needed with technology.
Assist CET, Desktop Support Specialists in supporting faculty and staff in LSA academic and administrative departments.
Provide basic to intermediate desktop support and service restoration.
Respond to support requests made through the LSA IT Service Desk and assigned via a ticketing system.
Acquire and thoroughly gather relevant information to assist yourself and subsequent colleagues to resolve incidents.
Assist end-users in-person, over the phone, via email and remotely.
Prioritize requests and attend to issues related to hardware replacement and upgrade, software installation and troubleshooting, printing, network connectivity, email, etc.
Troubleshoot problems to the best of your ability; refer unresolved problems as appropriate.
Provide customer follow-up and education.
Proactively seek information and utilize analytical and creative problem solving skills along with standard processes and technologies to efficiently triage and resolve reported problems.
Create and maintain documentation to support users and CET.
Conduct effective communications with co-workers, Tier 2 teams, and end-users with guidance from senior staff.
1-2 years of direct customer help desk or technical support experience, including providing outstanding customer service and accurately documenting detailed information.
Experience in desktop support and troubleshooting of Windows, Macintosh and/or Linux-based systems.
Strong interpersonal and communication skills via in-person engagements, phone, email, and chat. Demonstrated skill in verbally communicating technical concepts and information to a wide range of users.
Demonstrated excellent writing skills for both communications with customers and with IT colleagues, including ability to clearly document incident resolutions.
Proficient with word processing, spreadsheets, Google Apps, and other collaboration platforms.
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.
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.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.