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Responsibilities*

When campus is open and staffing returns to normal within the department suite, helpdesk employees are required to greet visitors to the Office of Extended Learning, answer the department phones, and handle light office work.  While the campus remains partially closed and the department is not open to the general public, it is expected that the helpdesk employee is able to complete the following duties from their home in as a work-from-home employee.

Staffs the Online HelpDesk during regular business hours or after-hours depending on schedule. Responds to phone and e-mail questions and problems related to the learning management system (LMS) and technologies supported by the Office of Extended Learning. Includes problem recognition, research, and resolution steps. Typically resolves basic problems while refers more complex problems to helpdesk coordinator and senior staff.

Provides at-the-elbow LMS support and instruction for faculty, staff, and students. 

Provides support services such as file creation/duplication, creation of helpguides, and miscellaneous tasks as requested.

 

Required Qualifications*

  • Applicant must be a current UM-Flint student.
  • High school education or equivalent and some college.
  • Willingness to work evenings and weekends to 11 p.m.
  • Working knowledge of computer hardware and software.
  • Experience supporting Blackboard
  • Good communication skills (both written and oral).
  • Ability to learn quickly and manage time efficiently.
  • Excellent customer service experience or attitude.

Desired Qualifications*

Bachelor's degree; experience with web conferencing tools; experience using Team Viewer or other remote programs; experience using screen capture software; experience using Mac computers; and experience providing help desk support.

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 are 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.