A cover letter and resume are required.

In your cover letter, avoid repeating your resume or our job posting. Instead, 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.

We want to understand how you apply your skills in real situations. Be prepared to discuss this example as part of the interview process.

Starting salary may vary depending on qualifications and experience of the selected candidate.

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.

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. To learn more, visit: https://its.umich.edu.

Who You Are

You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers' needs in mind. You work proactively to preempt challenges and concerns. You are a constant learner who thrives in a dynamic academic environment. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.

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
• New skills that increase effectiveness for the individual, team or organization

Development activities may include: on-the-job training, attending in-person or virtual training, reading, research and testing. Actively seeks relevant professional development opportunities and sets a plan in conjunction with the supervisor.

• 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

• Associate's or Bachelor's degree
• Six months experience in IT, customer service, or other relevant settings

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.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Normal amount of sitting, 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.

BENEFITS AT THE UNIVERSITY OF MICHIGAN

In addition to a career filled with purpose and opportunity, 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.

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.

The University of Michigan is an equal employment opportunity employer.