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How to Apply

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

The Health Information Technology & Services (HITS) department within Michigan Medicine is looking for students, recent grads, or other qualified entry-level job-seekers to serve as a 1-year apprentice (minimum) at the Service Desk. This structured on-the-job educational experience will help interested candidates grow into a career in IT, either within Michigan Medicine or beyond. For this apprenticeship, HITS has partnered with Washtenaw Community College (WCC), so apprentices will receive formal technical training in addition to on-the-job learning.

Upon completion of this program, apprentices will emerge with a deep knowledge of the Information Technology architecture of a leading Academic Medical Center, as well as a Computer Technology certificate from WCC.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

You will serve as frontline support for the technology needs of the Michigan Medicine community. This includes phone support, chat support, online requests, and some at-the-elbow customer service. You will be expected to perform information gathering, troubleshooting, and documentation, ending in successful incident resolution. Participation in value-added workgroups and non-customer service tasks to improve IT support, such as maintaining the knowledgebase, attending team meetings, and working with other service delivery teams will be required. You may also be asked to perform other duties as assigned. You will successfully complete technical training certification at WCC.

Required Qualifications*

You should be familiar with, or demonstrate the capacity to learn, the following technologies:

  • Windows and Mac OS desktops and laptops
  • iOS and Android smartphones and tablets
  • Enterprise productivity software, such as Microsoft Office and Google Tools
  • Network connectivity via wired, wireless, and VPN
  • Shared storage (file shares, NAS, and cloud storage)
  • Security measures such as two-factor authentication and mobile device management
  • Basic application troubleshooting

You will utilize your skills in effective communications, problem solving, and teamwork, all while practicing excellent customer service. You will be required to maintain confidentiality as is mandated by applicable state and federal laws, such as HIPAA and FERPA. New hires will be given performance expectations at the start of their engagement and will be expected to meet or exceed them.

 

Additional Information

You must be able to tolerate “desk work” for long periods of time, including sitting at a computer, keyboarding, and phone operation. Candidates are required to maintain WCC enrollment in classes aligned with the Apprenticeship program (when offered) through the duration of the program. You may also serve a rotation or be placed at a walk-up service center, supporting customers in-person. Candidates must have open availability to work Monday - Sunday from 10am to 10pm, schedules will accommodate WCC class enrollment.

You will be required to have a dedicated work location in their residence with a stable internet connection. In addition, you will be required to participate in an on-site staff rotation supporting our data center operations. You must have reliable transportation to the primary job sites, located on UM’s North Campus and may be asked to report to other UM locations as needed for at-the-elbow support.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

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