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 Summary:

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions. Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units' work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

Position Summary:

You will assist in providing production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, Michigan Recreation, University Unions, etc. Your primary focus will be on supporting unit-specific systems and technology solutions not directly supported by our shared service providers, including, but not limited to, exterior and student room access control, and audio-visual equipment in conference rooms, classrooms, and Community Learning Centers. You will collaborate with, assist, and advocate for our unit partners with our shared service providers and vendors to address their business problems through the integration of unit-specific enterprise applications and systems to ensure that solutions function as intended. You must have broad technical knowledge and the ability and desire to learn new systems and innovative technological applications.

Production Support (70%)

• Technical Support & Operations: Deliver second and third-tier technical assistance, ensuring service restoration and system availability, including after-hours and weekend on-call rotations.
• Multi-Platform Services: Provide IT and audiovisual services across diverse platforms, manage integration projects, and stay updated on bundled services.
• Collaborative Development: Work with team members and stakeholders to enhance system capabilities and service processes.
• Service & Incident Excellence: Ensure high-quality service through prompt incident resolution and maintain thorough documentation.

Project Planning and Implementation (20%)

• Technical Analysis & Problem Solving: Gather data and apply creative problem-solving techniques using standard processes and technologies.
• System Enhancement: Collaborate with stakeholders to assess system capabilities and drive improvements via gap analysis.
• Communication & Partnership: Foster strategic relationships and deliver excellent service through effective communication and collaboration.

Professional Development (10%)

• Technology Leadership: Stay updated on emerging technologies and IT policies, fostering a culture of continuous learning.
• Training: Conduct training to educate team members and student staff in areas of  IT and audiovisual systems.
• Student Support: Provide support and supervision for SLTS students within the organization.
   

• Bachelor's degree or equivalent years of education and experience (computer-related certifications).
• Minimum of 3 years of related experience in desktop support, troubleshooting, or administering Windows and/or Mac-based systems and layered software.
• Minimum of 2 years of related experience troubleshooting network connectivity, printing issues, A/V issues, digital signage, and/or related technologies.
• Extensive knowledge of information technology products and services.
• Demonstrated ability to identify and resolve computing vs. A/V issues.
• Experience integrating computing components in small- and medium-scale presentation and auditorium environments.

• A valid US Driver's License.
• Experience supervising student staff.
• Experience with process improvement and writing technical documents.
• Experience with the U-M information technology environment, including MiWorkspace.
• Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Mac operating systems.
• Programming experience in computer languages, Crestron systems, or scripting.
• Familiarity with desktop storage and/or backup technologies.
   

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.

Position Responsibilities Criteria (leadership and behavioral qualities expected in this position):

These are the criteria that the hiring team will be evaluating the candidate for:

• Excellent interpersonal communication, written and verbal communication, and customer service skills.
• Excellent organizational, analytical, problem-solving, and decision-making skills.
• Attention to detail, high degree of accuracy, a commitment to confidentiality, and the ability to balance multiple simultaneous projects
• Ability to work independently and to contribute and collaborate effectively as a team member.
• Ability to take initiative in all areas of responsibility.
• Support teams and individuals in a decentralized, diverse environment.

Working Conditions:

• This position will require after-hours and weekend support as part of an on-call rotation, with occasional work outside of normal business hours for planned upgrades and best-effort response to major outages.

Physical Requirements:

• This position requires campus-wide mobility to troubleshoot and address technical issues, including accessing equipment in confined spaces, utilizing ladders for elevated installations, and occasionally transporting equipment weighing up to 50 pounds.

Direct Reports:

• No direct reports. This position will assist in the functional supervision of Computer Consultants II & III (20-25 student staff)

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this role.

Selected candidates whose start date is 4/1/2025 or after, will not be eligible for the university FY25-26 salary/merit plan unless otherwise notified.

#studentlife
 

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.