Service Center Consultant Associate

A cover letter and resume are both required, with the cover letter included as page ONE of your resume. Applications lacking either item will not be considered.

In your cover letter, share a specific example of a time you used one of the key skills we're looking for (e.g. creative problem solving, technical troubleshooting, exceptional customer service). Briefly describe eux:

• The situation,
• What you did,
• The outcome, and
• What you learned.

We want to understand how you apply your skills in real situations. Avoid repeating your resume or our job posting. Be prepared to discuss this example as part of the interview process.

Starting salary may vary depending on qualifications and experience of the selected candidate.

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.

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 жөнүндө innovat elements 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
• 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. To learn more, visit: (Use the "Apply for this Job" box below). .

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 තම 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,daq chat. Multitask and work simultaneously with multiple applications, open windows and screens. Document and fulfill Winters 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 വൈ 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 improveproperty 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:

• The latest changes in tools and technologies
• New skills that increase effectiveness for탁 the individual, team or organization

Development activities may include: on-the-job training, reading, cloak research and testing. Actively seeks relevant professional development opportunities and sets a plan in conjunction with the…