Service Center Consultant Associate

Information and Technology Services (ITS), University of Michigan. Ann Arbor Campus. Full-time remote position, with great university benefits. Starting salary may vary depending on qualifications and experience of the selected candidate.

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 enabling university wide innovations by:

• Elevating the customer experience by providing proactive, laser focused customer service
• Providing appropriate IT security and privacy in an open university society, while enabling innovation
• Supporting data-informed decision making
• Delivering intuitive research computing solutions
• Building a world-class, transformational network and reliable administrative systems

In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment. Our mission is to be trusted enablers of technology for the U-M community.

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.

Our team members are always improving and developing in areas such as advanced customer service techniques, the latest changes in tools and technologies, and new skills that increase effectiveness for the individual, team or organization. Development activities may include on-the-job training, reading, research and testing.

• High School diploma or equivalent combination of education, certification, and experience
• Demonstrated…