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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.

Department Overview:

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.

Division Overview:

The HITS Enterprise Technology Services (ETS) division, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with relevant data for both clinical and our needs, while ensuring electronic medical records are accessible and secure. The team's staff provide telephone, online, and in-person customer service to support computers, printers, telecommunication, and mobile devices.

Job Summary

Perform troubleshooting and resolution of desktop issues for the Michigan Medicine. Specific responsibilities include desktop installations, upgrades and troubleshooting of hardware, software and network issues. Assist over the phone and in person for all information technology related problems. Exercise problem escalation process with other support staff and HITS second and third level customer support groups to ensure problem resolutions and customer satisfaction. Document all customer calls into the problem management system for tracking, trending, and problem escalation. Maintain regular customer communication, informing them of current status of their escalated trouble ticket. Perform call back on all resolved trouble tickets notifying customers of the resolution to problem tickets to ensure customer satisfaction.  Understand broad and technical concepts and technical industry. Keep current in technology and support improvements. Maintain current knowledge of applications used enterprise wide.

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 essential components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

As a Desktop Support Associate, the responsibilities of the position include, but are not limited to, the following:

  • Focused on supporting customer base of learners and basic science faculty
  • Troubleshoot and improve issues within Michigan Medicine enterprise devices.
  • Understand enterprise managed image support and configurations.
  • Help communication between customer and other HITS division Departmental business support for General Compute equipment.
  • Service Now ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and evaluating tickets.
  • Develop customer training materials, technical writing.
  • Provide best effort support for all non-standard devices.
  • troubleshoot network connectivity issues and knowledge of communication closet protocols.
  • Train related to customer requests, application needs, desktops, laptops, tablets, mobile devices, printers, scanners, all in one fax/copiers, peripheral devices.
  • Equipment management including recommendations, customer requests for equipment, purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition.
  • Department specific work related to hardware upgrades and customer moves.
  • Desktop administration tasks including meetings, technical training, technical documentation, and research and administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.
  • Desktop administration tasks including meetings, technical training, technical documentation, and research and administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.
  • Additional administration tasks to include inventory management, equipment stocking, purchasing, risk management, and weekly status reports.
  • QA testing for hardware and software standards.
  • Develop customer training materials, technical writing.

Required Qualifications*

  • Associate degree or equivalent combination of education, certifications, and experience
  • 1 or more years of progressive device support experience
  • Excellent interpersonal, written, and verbal communication skills
  • work flexible hours to meet customer needs.
  • Understand the fundamentals of the OS (Windows, macOS, iOS, and Android).

Desired Qualifications*

  • Take ownership and initiative for problem resolution.
  • Demonstrate a positive attitude
  • Emphasize personal and professional growth. Keep knowledge current.

Work Schedule

Work Schedule: 

This is a day shift position 8:30am – 5:00pm working Monday – Friday.  As part of H.I.T.S., the candidate would report to the Device Support team located at the Michigan Medical Academic Medical Center. 

Additional Information

Benefits-

The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. More details at careers.umich.edu/benefits.

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.