Service Center Consultant Associate

A cover letter and resume are both required, with the cover letter included as page ONE of your resume. Applications lacking either item will not be considered.

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

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, 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

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.