"Service Center Consultant Associate"

Remote Support Jobs. The University of Michigan is looking for Service Center Consultants to join our team in Information and Technology Services. This more-than-helpdesk role serves as an initial point of IT assistance 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 growth with substantial training, access to resources like LinkedIn Learning and Coursera, as well as tuition support. As skills and knowledge build, take on stretch assignments such as security incident response; desktop support; and systems analysis to further your career.

Work in a team environment providing IT support with a wide-ranging scope including: Computer and network infrastructure; desktop and mobile-devices; collaboration services. Applications covering human resources; financials; student and alumni records; research administration; teaching and learning. Identities; passwords and access.

Provide high quality customer service and technical support, primarily via remote channels: phone, email, and chat. Document and fulfill service requests, provide needed information and how-to guidance. 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. As skills and knowledge build, take on stretch assignments such as security incident response; desktop support; and systems analysis. 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, attending in-person or virtual training, reading, research and testing. Actively seeks relevant professional development opportunities and sets a plan in conjunction with the supervisor.