Service Desk Apprenticeship Program

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

Health Information Technology & Services (HITS) is seeking students, recent grads, or other qualified 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. HITS has partnered with Washtenaw Community College (WCC) for this apprenticeship, 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 Michigan Medicine (a leading academic medical center), as well as a Computer Technology Certificate from WCC.

You will provide phone, chat, and walk-up support and assist our Michigan Medicine community with technology solutions that help them perform at their best. You will provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride.

About Us

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 330,000 customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine.

About You

You are customer-focused, efficient, adept at identifying customer needs, and have basic technical knowledge. You are an excellent communicator, a quick learner, and make the most of the resources available to you. A proven team player, you are flexible and motivated to make things better for your team, your organization, and can see the value your work directly provides to serve the tripart mission of Michigan Medicine.

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*

Apprentices power the Service Desk and onsite Help Me Now locations by doing the following:

Providing First-line Troubleshooting and Triage for Michigan Medicine Technologies

• Educate users on the many IT tools utilized across Michigan Medicine
• Triage and resolve customer requests for access, standard changes, or other general IT needs
• Document all steps taken in troubleshooting within a ticketing system, following good incident management process to resolve issues where possible or triage/escalate issues when necessary

Practicing Service Excellence Across All Contact Channels

• Triage and resolve queued calls via an Automated Call Distribution system
• Triage and resolve critical classroom support issues
• Triage and resolve online incidents and requests, including web-submitted items via our Michigan Medicine Help Center
• Triage and resolve online incidents and requests via IM/chat

Maintaining Personal and Shared IT Knowledge

• Build relationships, establish trust and solve problems for end-users, faculty, and students by utilizing active and empathetic listening skills
• Collaborate with IT professionals across the campus to master new workflows or technologies
• Review and update knowledge content to ensure the customer receives accurate and relevant information
• Participate in team in-services, skills development sessions, feedback meetings, and special projects
• Complete 1-2 classes at WCC each semester when courses are offered

In addition, apprentices may be asked to perform other duties as assigned.

Required Qualifications*

You should meet the following needs:

Minimum Experience and Education

• 1-2 years of direct customer support, preferably in either an academic or healthcare setting

Physical Requirements

While performing the duties of this position, apprentices may regularly be required to sit for long periods of time.  Duties include significant keyboarding and computer-based activities while using the telephone.  Specialists may also need to lift up to 50 pounds to move items within the contact center.

Desired Qualifications*

• Additional certifications or education related to the delivery of IT services or problem-solving, such as Epic/Michart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations,Lean Thinking/Toyota Production System, Agile, or similar. Additional certifications or education related to the delivery of IT services or problem-solving, such as Epic/Michart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile, or similar.
• Knowledge of UM policies, procedures, and tools.Knowledge of UM policies, procedures, and tools.
• Associate's degree in related field or equivalent combination of education, certification, and experience
• Excellent communication skills via in-person engagements, phone, email, and IM/chat

Technological Skills

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

Work Schedule

This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. We are working remotely in conjunction with a limited onsite staffing supporting our Help Me Now (face-to-face) locations.

Work Locations

This position is being made available with the ability for you to negotiate alternative work schedules and remote/on-site options to suit your work-life balance. At this time, applicants must be able to commute to Washtenaw Community College to participate in courses that are not offered by the learning institution as part of their distance learning curriculum.  Apply to be part of a strong team that partners with our institution, community, and each other.

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.

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.