"End User Classroom Technology Support Associate"

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 Overview

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.

Division Overview

The Academic IT (AcadIT) division in Health Information & Technology Services (HITS) serves both the education and research communities at the University of Michigan Medical School (UMMS). We engage faculty, students, and staff to provide a holistic portfolio of software and applications, infrastructure, device support, and custom projects to enable innovation and excellence. AcadIT is comprised of three areas that work in concert to provide support: 1) Application Services - focused on product management and support for vendor applications; 2) Software Delivery - focused on building custom applications when a vendor solution is not available and offering secure application environments; 3) Technical Services & Engagement - focused on providing support for high-performance computing, device management, data integration, and scientific programming and engagement and outreach with our customers.

We are looking for a passionate, enthusiastic, and motivated individual with technical background, customer service experience, willingness to learn and participate in on-the-job training, to support faculty and students with instructional technology in Medical School. You will provide in-person support to faculty, students, staff, and visitors for Medical School classrooms and event spaces. Respond to urgent calls from different classroom spaces in support of a wide range of technologies; inclusive of computer labs, classroom instructor workstations, large venues, audio/visual equipment, integrated software, video conferencing systems.

• Respond to faculty, staff, and student needs, and collaborate with other HITS Technology Services staff to provide high-quality customer service to assist faculty with audio/visual and computer technology and media in different types of rooms.
• Troubleshoot technical issues, as well as track, resolve, and follow up on operational problems with equipment and facilities, cleaning and maintaining equipment as necessary.
• Train faculty, staff, and students in the use of classroom technology, equipment, and new instructional technologies.
• Interface with a web-based reservation system to maintain equipment inventory and data collection; work on teams to conduct equipment inventory and classroom maintenance audits, assist in the maintenance of web-based inventory and asset management databases; Assist colleagues in the evaluation, documentation, and implementation of new technologies.
• Working in conjunction with the Medical School Facilities team in maintaining classroom functionality, checking for issues, and replenishing necessary supplies. The person in this position will also provide after-hours urgent support of classroom and event spaces.
• Communicate and cooperate with colleagues on projects and technologies in team meetings and via electronic communication and social networking software.

Required Qualifications

• Associate degree or equivalent years of experience in a related technical discipline.
• 1-3 years of experience in supporting technology.

Physical Requirements

• Move and transport objects such as projectors, screens, monitors, equipment carts, AV racks, and AV podia with weight up to 50lbs.
• Move cart-based equipment between buildings. Work in enclosed spaces in the vicinity of numerous electronic components.
• Navigate in enclosed spaces in the vicinity of numerous electronic components
• Navigate to and from workspaces accessible only by stairs.
• Ability to sharply focus projected images close up or from distances up to 200 feet.
• Ability to communicate with instructors, students, and others and requires a rapid accurate response to spoken directions.

Preferred Qualifications

• At least 6 months of experience supporting audiovisual equipment in higher education institutions.
• Working knowledge of supporting educational technology.
• Experience working with faculty.
• Experience providing in-person support for AV equipment.
• Previous working experience with MediaSite, Kaltura, SharePoint, Zoom, Teams.
• Flexibility and adaptability to a changing environment is required including the ability to manage under deadline pressure, ambiguity, and changing priorities.
• Ability to analyze a situation quickly to ensure an effective classroom experience for students and faculty.
• Demonstrated ability to communicate effectively with those with different levels of technology comfort and understanding.
• Excellent customer service experience, and desire to provide high-quality solutions.
• Desire to work in a team-based collaborative environment.

This position will require working during non-business hours (8 am-5 pm) and on limited weekends with the ability for you to negotiate alternative/flexible work schedules to suit your work-life balance, as long as customer needs are being met.

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits

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 essential components; patient care, education, and research that together enhance our contribution to society.