Infrastructure Operations Center Support Specialist Associate

Competitive salary available based on qualifications, experience and education of the selected candidate.

Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community.

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The Information and Technology Services (ITS) organization has an opportunity to employ a Infrastructure Operations Center Support Specialist Assoc. This specialist will provide Tier I support, monitoring networks from a centralized IT operations center. The goal is to ensure high availability and attainment of service level agreements. To achieve this, the specialist will effectively detect, analyze, and elevate alarms for Network, Voice, Video, Hardware, Data Center infrastructure, and related systems.

You will provide Tier 1 after-hours support to faculty, staff, students, guests and alumni. The Specialist also performs tasks such as backup tape handling, operational monitoring, job scheduling requests, and access to data centers. You will have problem resolution, diagnostic and customer service skills.

You will report to the Infrastructure Operations Center Manager. The ITS Infrastructure Operations Centers department provides Tier I monitoring support for networking systems, security and data center infrastructure as well as provide backup support for the ITS Service Center after-hours.

ITS Infrastructure Operations Center operates 24 hours per day, 365 days per year. You will need flexibility to work overtime, weekends and some holidays. Additionally, this position is considered critical and may be required to work onsite during the University's Emergency Reduction in Operations policy.

• Perform monitoring functions using a variety of toolsets to monitor networks, job schedules, and physical infrastructure with the ability to identify and address alerts to ensure escalation
• Work with network services, systems support, applications development and hardware vendors to restore service
• Perform research to isolate and troubleshoot alarms and events by applying basic networking fundamentals
• Receive inbound emails, phone calls from end-users and service request tickets. Evaluate problems and determine priority of responding
• Provide Tier I resolutions, workarounds, and elevate problems to Tier II support. Follow up with users to ensure problem resolution
• Maintain proper handling and storage of media to insure integrity of data for Disaster Recovery needs which involves processing tapes
• Consult with vendors to report hardware failures
• Provide access to Data Centers using established guidelines
• Provide trending and analysis of networks and equipment using monitoring tools
• Build relationships by collaborating with team members, support groups to understand service improvement requests and opportunities
• Develop and edit technical support knowledge base documentation ensuring materials are accurate and comprehensive
• Stay current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software and technical services
• Demonstrate skill development by actively participating in growth opportunities for continuous development and improvement. Apply new skills and knowledge to the job, as evident by the ability to efficiently and effectively perform assigned duties. This results in meeting or exceeding customer expectations and performance metrics

• Minimum two years of experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully assist customers with their computing needs
• Demonstrated proficiency with hardware and network monitoring software tools
• Demonstrated experience and knowledge with IT Service Management tools such as Service Now, Team Dynamix, or similar tools
• Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
• Demonstrated proficiency with current computer technology and applications (e.g. word processing,…