Help Desk Support Service Specialist - Intermediate

How to Apply

In order to be considered for this posting, all candidates must submit a resume along with their online application. Applications received without an attached resume will not be considered.

Job Summary

Note:  This is an onsite position located at the soon-to-be open D. Dan and Betty Kahn Health Care Pavilion on the University of Michigan Hospital campus here in Ann Arbor, MI.

The D. Dan and Betty Kahn Health Care Pavilion is a 12-story hospital that will house 264 private rooms capable of converting to intensive care; a state-of-the-art neurosciences center; and high-level, specialty care services for cardiovascular and thoracic patients, along with advanced imaging. The 690,000-square-foot hospital which also features 20 surgical and three interventional radiology suites is being constructed adjacent to the Frankel Cardiovascular Center, with plans for bridge and tunnel connections to existing inpatient care facilities. The anticipated opening of the new D. Dan and Betty Kahn Health Care Pavilion is fall 2025.

Michigan Medicine Perioperative Services is looking for a Help Desk Support Service Specialist Intermediate to join the Perioperative Informatics team. This position has primary responsibility for end-user support for vendor and custom applications, networked devices, and hardware used in Perioperative Spaces. This position will work with other members of the Perioperative Services team to implement new services, refine the processes we have, and maintain technology standards.

Perioperative Informatics provides service to the Operating Rooms, Post Anesthesia Care Units, Central Sterile Processing Department, Perioperative Supply Chain, and related patient care areas. We are a team of trusted partners who help to streamline business practices, improve patient safety, and develop quality improvement solutions. Perioperative Informatics team members act with appropriate speed, an innovative mindset, and a communication centered approach to address the opportunities and challenges we face.

Perioperative Informatics team members enjoy great work-life balance, support for professional development, and the excellent benefits offered to Michigan Medicine employees.

What You'll Do

• We work in a small team that has direct interaction with end users.
• We encourage use of new technologies and frameworks as appropriate for the application.
• We normally have multiple projects at a time.
• We have opportunities for individual projects and team projects.
• We frequently collaborate with others across Michigan Medicine on joint projects

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*

• Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. 
• Handles problems that the first tier of help desk support is unable to resolve. 
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. 
• Simulates or recreates user problems to resolve operating difficulties. 
• Recommends systems modifications to reduce user problems. 
• Ensures supported systems are kept up to date.
• Escalates more complex problems to senior level.
• Will interact with spaces and situations that require operating room level personal protective equipment

Required Qualifications*

• Demonstrated ability to handle stress, conflict and resolution.
• Demonstrated interpersonal skills with ability to work as a team member.
• Ability to generate weekly status reports on the status of support issues.
• Fundamental understanding of cybersecurity principle

Desired Qualifications*

• Experience using Microsoft Office, including Outlook, OneNote, Excel, and Word.
• Experience using ServiceNow
• Experience supporting networked devices, such as Android tablets and Windows PCs
• Experience troubleshooting issues directly with end users

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

Under FLSA, incumbents in this position are nonexempt.

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.