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Desktop Support Spec Associate

Position Number: 1657830
Location: Ann Arbor, MI
Position Type: Computer and Information Technology

Desktop Support Spec Associate

Job Opening ID: 179381
Work Location: Michigan Medicine - Health Sys
Full Time/Part Time: Full-Time
Regular/Temporary: Regular
FLSA Status: Nonexempt
Organizational Group: Exec Vp Med Affairs
Department: HITS AOM DeviceOps-MCD
Posting Begin/End Date: 10/09/2019 10/16/2019
Salary:
Paid Time Off: Yes
Career Interest: Information Technology

How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Architecture & Operations Management

The HITS Architecture & Operations Management (AOM) division designs, deploys, and supports application platforms, integration solutions, and computing devices. AOM is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and business partners with relevant data for both clinical and business needs, while helping to ensure electronic medical records are accessible and secure. The team's frontline staff deliver consistent telephone, online, and in-person customer service to support computers, printers, telecommunication, and mobile devices.

Job Summary
Performs troubleshooting and resolution of desktop issues for the Michigan Medicine. Specific responsibilities include desktop installations, upgrades and trouble-shooting of all new and existing hardware, software and network issues. Provides advice and assistance over the phone and in person for all information technology related problems. Exercise problem escalation process with other support staff and HITS second and third level customer support groups to ensure timely problem resolutions and customer satisfaction. Documents all customer calls into the problem management system for tracking, trending, and problem escalation. Maintains regular communication with customers, informing them of current status of their escalated trouble ticket. Performs call back on all resolved trouble tickets notifying customers of the resolution to problem tickets to ensure customer satisfaction.Understands broad and technical concepts and technical industry. Keep current in technology and continuous support improvements. Maintain current knowledge of applications used enterprise wide.

Mission Statement
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*
As a Desktop Support Associate, the responsibilities of the position include, but are not limited to, the following:

Workstation/Printer/Peripheral device support.
Provide best effort support for all non-standard devices as requested.
Network support including Wireless, LAN, WAN, VLAN, DSL, Broadband, IP addresses, Campus connections, communication closet, cabling, and infrastructure security, VPN, and VPN appliances.
Home and Remote support including Outlook, wireless, VPN, core desktops, laptops, printing, Novell file access and dial in, DSL, cable modem.
Application support including enterprise wide and department specific applications as well as application support related to customer vendors and distribution of customer applications.
Training related to customer requests, application needs, desktops, laptops, tablets, Smartphones, printers, scanners, all in one fax/copiers, peripheral devices, etc.
Equipment management including recommendations, customer requests for equipment, purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition.
Vendor assistance and support for vendor managed hardware, and applications. Software licensing involving annual updates, as well as initial license recommendation and requests from customers.
Outlook tasks including but not limited to, support for mailbox, calendar, account, archiving, web client, proxy rights and distribution lists.
Act as liaison between customer and other HITS division Departmental business support for specific equipment and audio-visual assistance.
Workstation installation project work encompassing enterprise wide OS upgrades, facility projects including new equipment and hardware upgrades.
Department specific work related to application roll outs, hardware upgrades and customer moves.
Service Now ticket management encompassing updates, transferring, follow ups, resolving, customer assistance, and triaging of tickets.
Continuing professional development.

Required Qualifications*

Associate degree or equivalent combination of education, certifications, and/or experience
1-2 years of progressive device support experience
Excellent interpersonal, written, and verbal communication skills
Ability to work flexible hours to meet customer business needs.

Work Schedule
Scheduled working hours will be Day shift Tuesday - Saturday with Sunday/Monday off. Ability to work holidays and weekends.

Background Screening
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.

To apply, visit http://careers.umich.edu/job_detail/179381/desktop_support_spec_associate