"Quality Assurance Analyst Associate"

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the MWorkspace Engineering team as a Quality Assurance Analyst Associate. MiWorkspace is the flagship desktop support provider at U-M on the Ann Arbor campus.

You will perform testing procedures to ensure that all computer endpoints delivered by the service meet organizational standards and customer requirements. You will execute tests of hardware, software, network, printing, security, storage, configurations, and policies using standard procedures, using established tools to maintain data on status of testing items, identifying failed tests, to resolve issues. You will also be part of the top-level support team to resolve customer incidents/requests escalated through the call center and in-field desktop support groups.

You will report to the MiWorkspace Quality Assurance Supervisor. Occasional work during non-business hours and on weekends may be required.

If you have an exceptional focus on customer service, a solid technical background with the ability to relate to a non-technical audience and want to be part of the best public university in the country, MiWorkspace is for you.

Responsibilities

• Follow procedures to test and troubleshoot technical changes to workstations, software, printers, wireless devices, and peripherals to ensure failed components are not shipped to customers.
• Use established tools to document the status of items in testing.
• Evaluate the impact of technical changes on standard usability.
• Understand relationships between the components of the service and how changes to one component may impact another.
• Effectively communicate testing outcomes with engineers and desktop support teams.
• Deliver excellent customer service by managing and clearly communicating in support tickets to provide accurate, prompt resolutions to incidents and requests that meet customers expectations.
• Contribute to maintaining procedures, processes, and technical support knowledge to ensure current and accurate QA documentation.

Qualifications

• Bachelor's degree, preferably in computer science, business computing or a related field or equivalent combination of education, certification, and experience.
• Minimum 1 year working in a role providing end user technical support.
• Knowledge of some or all of the following technologies: Mac and Windows operating systems, Windows deployment systems, Group Policy, the Windows Registry, Powershell, and desktop backup software.
• Ability to perform day-to-day administration tasks, troubleshooting, root-cause analysis, and service restoration.
• Attention to detail and the ability to get things done quickly and properly.
• Excellent customer service skills.
• Ability to deliver clear messaging to a variety of audiences/skill levels.

Physical Demands/Work Environment

You will work primarily on-site on the Ann Arbor campus with some hybrid opportunities. Occasionally work during non-business hours and on weekends, or participation in on-call rotation may be required. The ability to move boxes and computer hardware weighing up to 25 lbs.