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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

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions.  Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units’ work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project management, and Business Intelligence.

Job Summary

Student Life Technology Solutions is seeking an enthusiastic and qualified system and application administrator to play an active role in the support of Michigan Dining's infrastructure and planning as we leverage Michigan IT & cloud-based technologies. This position is responsible to function as a highly capable member of the TechSolutions Operations & Infrastructure team, and will work in conjunction with Michigan Dining leadership and in close alignment with the Michigan Dining Systems team. The TechSolutions team manages numerous virtual servers that run enterprise applications that support Student Life business. The team is responsible for all areas of system and application administration on these servers along with end-user support related to account administration and server-based applications. This position will require being part of an on-call team and occasional over-time.

Responsibilities*

35% - Server, Application, Database, & System Administration and Integration

  • Assist with managing servers, applications, and databases including installation, monitoring, patching, configuring interfaces, performance tuning, maintenance, and backups
  • Work in partnership with Michigan Dining, ITS, and other campus units to provide services that align with Michigan IT offerings and initiatives
  • Document the server and application environments and their related policies and procedures to ensure effective problem resolution and incident routing
  • Manage Active Directory (AD) OUs involving account, group, and group policy management and troubleshooting; setting up file directory access; user account creation and password resetting
  • Design, implement, document, and ensure the proper execution of a business continuity plan for all Michigan Dining business critical systems including automation and monitoring of system alerts
  • Coordinate installation and system implementation of major software applications

30% 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, 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; researching, 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

20% - Infrastructure Support

  • Assist with developing and updating procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate and maintain applications and servers in accordance with established IT policies and procedures 
  • Evaluate new technologies and services, recommend solutions to management, and implement as appropriate
  • Interact with technical staff, end-users, and service providers to resolve problems and communicate system outages
  • 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 Michigan Dining systems

15% - Project Planning & Implementation

  • Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between Michigan Dining business requirements and the capabilities of existing technologies
  • Recommends improvements in current processes
  • Collaborate with Michigan Dining, technical staff, and vendors to architect and build infrastructure systems that integrate with the Michigan IT environment and meet Michigan Dining’s functional requirements 
  • 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
  • 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
  • Assist in the overall design of infrastructure systems involving servers, applications, databases, networks, and security

Notes:

There will be evolving needs and opportunities that require a flexible approach to adapt to the continually changing and evolving work of supporting the technologies utilized to meet Student Life business needs.

Required Qualifications*

? Associate Degree or an equivalent combination of education, computer related certifications, and previous experience equivalent

  • 1-3 years of experience in desktop support involving the troubleshooting and installing software on Windows and/or Mac based systems
  • 1-3 years of experience with network troubleshooting and providing support for networked devices including familiarity with DNS, DHCP, VLANs, firewalls, or VPNs
  • 1-3 years of experience working with Windows Server and client OS, including MS Windows SQL Server and IIS
  • 1-3 years of experience configuring and supporting devices in an Active Directory environment including experience configuring group policies, creating user accounts, applying security patches, and updates
  • Experience with leveraging appropriate technical tools to perform initial root-cause analysis and service restoration for a variety of problems or challenges in academic situations. 
  • Familiarity with computer programming or scripting
  • Experience with word processing, spreadsheet, Google Apps, and/or 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.
  • 1-3 years of experience managing systems in a distributed networked environment involving Microsoft Windows, MacOS, or Linux
  • 1-3 years of related experience troubleshooting network connectivity, printing issues, A/V issues or related technologies
  • Previous experience supporting and managing mobile devices
  • Previous database administration experience involving Oracle, MS SQL, or MySQL with an understanding of database principles and concepts
  • RedHat, Oracle, and/or Microsoft certification
  • Previous experience supporting enterprise business applications including CBord product suites, conference & event software, or access control software
  • Previous experience writing and debugging Microsoft PowerShell scripts for system administration or experience with scripting and batch processing in Windows and Linux ? Previous experience working in the Michigan IT environment, including supporting and maintaining cloud applications and services and leveraging MiServer, MiDatabase and MiWorkspace services
  • Previous experience supporting point of sale, access control, and/or audio-visual systems
  • Previous experience integrating computing components in small- and medium-scale presentation and auditorium environments

Additional Information

This role may have reporting obligations under Title IX and Clery

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

Balance Stakeholders

  • Understands internal and external stakeholder requirements, expectations, and needs
  • Balances the interests of multiple stakeholders
  • Acts fairly despite conflicting demands of stakeholders

Communicates Effectively

  • Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels
  • Attentively listens to others
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization

Customer Focus

  • Gains insight into customer needs
  • Establishes and maintains effective customer relationships

Manages Ambiguity

  • Deals comfortably with the uncertainty of change
  • Effectively handles risk
  • Is calm and productive, even when things are up in the air.
  • Deals constructively with problems that do not have clear solutions or outcomes

Decision Quality

  • Makes sound decisions, even in the absence of complete information
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Recognizes when a quick 80% solution will suffice

Instills Trust

  • Follows through on commitments
  • Practices what he/she preaches
  • Shows consistency between words and actions

Interpersonal Savvy

  • Relates comfortably with people across levels, functions, culture, and geography
  • Acts with diplomacy and tact
  • Builds rapport in an open, friendly, and accepting way
  • Builds constructive relationships with people both similar and different to self

Working conditions

Note: Must be able to work during normal business hours with required periodic work outside of normal business hours (evenings & weekends) for scheduled upgrades. This position will require after hours and weekend support as part of an on-call team and best-effort response to major outages when not on-call.

#studentlife

U-M EEO/AA Statement

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