Job description

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.
Job Summary

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.
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*

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
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 up to 50 pounds to move items within the contact center.

Work Schedule
This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. Remote work options available. Candidates should be available to work onsite if needed.
Work Location
Non-Michigan residents should inquire about potential employment while working remotely in a state other than Michigan. Apply to be part of a strong team that partners with our institution, community, and each other.
Required Qualifications*

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

Associate’s degree in related field or equivalent combination of education, certification, and experience
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.
Excellent communication skills via in-person engagements, phone, email, and IM/chat
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, OneDrive, Google Drive, etc.)
Experience or exposure with electronic medical records, such as Epic Systems
Experience or exposure with Zoom and Canvas
Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps, and more
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.
Vaccination Requirements

COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response .

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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