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University of Michigan
Service Center Consultant Associate
Edtech.com's Summary
University of Michigan is hiring a Service Center Consultant Associate. The role is the first point of IT assistance in Information and Technology Services, giving faculty, staff, and students help desk support that goes beyond the basics. It is a full-time remote position that handles phone, email, and chat requests on passwords and access, networks and devices, and the university's administrative applications.
Highlights
- Provide customer service and technical support, mainly by phone, email, and chat, handling a high volume of contacts efficiently while following policy guidelines.
- Support a wide scope of IT needs, including identities, passwords, and access; computer and network infrastructure; desktop and mobile devices; collaboration services; and applications for human resources, finance, student and alumni records, research administration, and teaching and learning.
- Verify and troubleshoot issues using training and documentation, and educate customers on available IT services and relevant standards and policies.
- Document and fulfill service requests, and update and improve existing support documentation.
- Collaborate with team members and other support groups on more complex issues, and support the design and implementation of new IT services and improvements to existing ones.
- Multitask across several applications and screens at once, and be available for scheduled shifts outside typical business hours, weekends, and on-call duty.
- Requires a high school diploma or equivalent combination of education and experience, knowledge of Windows and macOS and standard web browsers, and proficiency with document, spreadsheet, presentation, and collaboration tools.
- Calls for strong creative problem solving, troubleshooting, and analytical skills plus effective oral and written communication and a record of building good customer relationships.
- Preferred qualifications include an associate or bachelor’s degree and six months of experience in IT, customer service, or a similar setting.
- Substantial training and access to U-M professional development resources are provided, and a cover letter with a specific example of using skills such as troubleshooting or customer service is required.
Service Center Consultant Associate Full Description
Service Center Consultant Associate
Information and Technology Services (ITS), University of Michigan. Ann Arbor Campus. Full-time remote position, with great university benefits. Starting salary may vary depending on qualifications and experience of the selected candidate.
How to Apply
A cover letter and resume are both required, with the cover letter included as page ONE of your resume. Applications lacking either item will not be considered. In your cover letter, share a specific example of a time you used one of the key skills we're looking for (e.g. creative problem solving, technical troubleshooting, exceptional customer service). Briefly describe the situation, what you did, the outcome, and what you learned.
Who We Are
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
- Elevating the customer experience by providing proactive, laser focused customer service
- Providing appropriate IT security and privacy in an open university society, while enabling innovation
- Supporting data-informed decision making
- Delivering intuitive research computing solutions
- Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment. Our mission is to be trusted enablers of technology for the U-M community.
Job Summary
The University of Michigan is looking for Service Center Consultants to join our team in Information and Technology Services. This role serves as an initial point of IT assistance and provides beyond-basic help desk support for faculty, staff, and students who are improving the world through the leading research, education, patient care and professional services that make U-M a world-class institution. These are full-time remote positions, with great university benefits.
You will collaborate across teams to provide high-quality technical support and customer service, and your expertise will be recognized as you document solutions. We will support your learning and professional development with substantial training and access to U-M resources. As skills and knowledge build, exceptional performers may have opportunities to further their career growth in other ways, such as through team and departmental projects.
Responsibilities
Work in a team environment providing IT support with a wide-ranging scope including:
- Identities; passwords and access
- Computer and network infrastructure; desktop and mobile-devices; collaboration services
- Applications covering human resources; financials; student and alumni records; research administration; teaching and learning
Provide high quality customer service and technical support, primarily via remote channels: phone, email, and chat. Multitask and work simultaneously with multiple applications, open windows and screens. Document and fulfill service requests, provide needed information and how-to guidance. Handle a high volume of customer contacts efficiently through effective time management and adhering to policy guidelines. Verify and troubleshoot issues; use training and available documentation to provide solutions. Educate customers on available IT services as well as relevant IT standards and policies.
Actively collaborate with team members and other service/support groups to resolve more complex issues. Update and improve existing support documentation. Support the development, design, and implementation of new IT services, and improvement of existing services.
Development of self and others: Our team members are always improving and developing in areas such as advanced customer service techniques, the latest changes in tools and technologies, and new skills that increase effectiveness for the individual, team or organization. Development activities may include on-the-job training, reading, research and testing.
Required Qualifications
- High School diploma or equivalent combination of education, certification, and experience
- Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
- Demonstrated proficiency with current computer technology and applications (tools for documents, spreadsheets, presentations, and collaboration)
- Demonstrated ability to leverage a variety of information sources and technical tools to perform day-to-day tasks
- Demonstrated effective creative problem solving with excellent troubleshooting, organizational, and analytical skills
- Demonstrated effective oral and written communication skills
- Demonstrated ability to establish and maintain effective relationships with customers and colleagues to consistently provide exemplary customer service
Desired Qualifications
- Associate's or Bachelor's degree
- Six months experience in IT, customer service, or other relevant settings
Physical Demands/Work Environment
Normal amount of being stationary, average mobility to move around an office environment; able to conduct normal amount of work at a computer. May require working scheduled shifts outside of typical business hours and on weekends, as well as availability for on-call duty. Punctual, regular, and consistent attendance is required.
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