"End User Computing Specialist Senior / Intermediate"

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.

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 promote innovation and excellence.

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 the Medical School. You will provide in-person support to faculty, students, staff, and visitors for Medical School and Hospital shared spaces. Respond to urgent calls from users requesting support for a wide range of technologies, inclusive of auditoriums, training rooms, computer labs, classrooms, conference rooms and any installed room technology or collaboration software.

• Provide prompt and courteous support to faculty, staff, and students in various rooms with room technologies (such as projectors, displays, microphones, cameras, AV control systems, and conferencing tools), collaborating with the HITS Technology Services team to ensure excellent customer service.
• Diagnose and fix technology issues in classrooms, auditoriums, conference rooms and event spaces, track and resolve or escalate equipment and facility problems, and clean or maintain equipment as needed.
• Train faculty, staff, and students on how to use room technology and collaboration tools.
• Interact with a web-based room reservation system.
• Participate in routine room checks of room technology and equipment, helping ensure timely starts to all events.
• Support the upkeep of inventory and asset management databases, ensuring records are accurate.
• Collaborate with colleagues to evaluate, test, document, and roll out new technologies.
• Communicate and work collaboratively on projects and technologies during meetings and through electronic communication platforms.
• Foster a culture of respect and teamwork by valuing diversity, listening to others, appreciating team contributions, and maintaining positive working relationships.

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
• Ability to communicate with instructors, students, and others and requires a rapid accurate response to spoken directions

Senior Level

• Associate degree or equivalent combination of education and experience in a related technical discipline.
• 5+ years of experience in supporting technology.
• Proven experience operating and troubleshooting complex audio-visual equipment (projectors, displays, cameras, microphones, audiovisual control systems, etc).
• Experience conducting root cause analysis for complex problems.
• Experience mentoring and coaching staff.

Intermediate Level

• Associate degree or equivalent combination of education and experience in a related technical discipline.
• 2-3 years of experience in supporting technology.

Preferred Qualifications

• Bachelor's degree.
• Experience working with faculty and students.
• Experience providing in-person support for Lecture Capture technology (MediaSite, Panopto, Echo360), collaboration software (Zoom, Teams) and collaboration equipment (microphones, projectors, displays, cameras and audiovisual control systems).
• 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 in-room and hybrid 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.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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