End User Computing Specialist Associate

Health Information Technology & Services (HITS) is seeking an End User Computing Specialist to join our Customer Service team. You will provide phone, chat, and walk-up support and assist our Michigan Medicine community with technology solutions that help them perform at their best. You will provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride.

About Us

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 200k customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine.

About You

You are customer-focused, efficient, adept at identifying customer needs, and have basic technical knowledge. You are an excellent communicator, a quick learner, and make the most of the resources available to you. A proven team player, you are flexible and motivated to make things better for your team, your organization, and can see the value your work directly provides to serve the tripart mission of Michigan Medicine.

End-User Computing Specialists power the HITS Service Desk and Help Me Now locations and:

Provide First-line Troubleshooting and Triage for Michigan Medicine Technologies

• Educate end-users, faculty, and staff on the many IT tools utilized across Michigan Medicine.
• Provide accurate and efficient clinical support processes that may include patient chart documentation, guide users with order/lab results entry, chart correction, In Basket management, etc.
• Work with the next-level MiChart support groups and other MiChart team members to improve patient care and improve processes and enhance customer experience by supporting medical staff with workflow errors.
• Provide End-User support for MiChart Epic Go-Lives.
• Provide support and educate medical staff on MiChart departmental workflow changes.
• Triage and resolve customer requests for access, standard changes, or other general IT needs.
• Document all steps taken in troubleshooting within a ticketing system, following good incident management process to resolve issues where possible or triage/escalate issues when necessary.

Practice Service Excellence Across All Contact Channels

• Triage and resolve queued calls via an Automated Call Distribution system
• Triage and resolve critical classroom support issues
• Triage and resolve online incidents and requests, including web submitted items via our Michigan Medicine Help Center
• Triage and resolve online incidents and requests via IM/chat

Maintain Personal and Shared IT Knowledge

• Build relationships, establish trust and solve problems for end-users, faculty, and students by utilizing active and empathetic listening skills
• Collaborate with IT professionals across the campus to master new workflows or technologies
• Review and update knowledge content to ensure the customer receives accurate and relevant information
• Participate in team in-services, skills development sessions, feedback meetings, and special projects

In addition, End User Computing Specialists may be asked to perform other duties as assigned.

Physical Requirements

While performing the duties of this position, End User Computing Specialists may regularly be required to sit for long periods of time. Duties include significant keyboarding and computer-based activities while using the telephone. Specialists may also need to lift items of up to 50 pounds and move items between the onsite locations.

• 1-2 years of direct customer support, preferably in either an academic or healthcare setting

• Additional certifications or education related to the delivery of IT services or problem-solving, such as Epic/Michart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile, or similar.
• Knowledge of UM policies, procedures, and tools.
• Associate's degree in related field or equivalent combination of education, certification, and experience
• Excellent communication skills via in-person engagements, phone, email, and IM/chat

You should meet the following needs:

Technological Skills

• Experience or exposure with electronic medical records, such as Epic/Mi Chart
• Proficient with Medical Terminology
• Familiar with Ambulatory or Inpatient settings
• Proficiency with common device setups used within Michigan Medicine, including Windows and Mac computers, iOS and Android smart devices, and their peripherals
• Significant familiarity with enterprise productivity software, such as the Microsoft Office suite and Google Tools
• Troubleshooting skill with storage solutions, such as network file shares (NAS) and cloud applications (Dropbox, One Drive, Google Drive, etc.)
• Experience or exposure with Zoom and Canvas
• Other general technology skills, such as wireless and wired networks, security…