Desktop Support Specialist Senior / Inter / Assoc - University Of Michigan (The Regents @ Ann Arbor) : Job Details

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.

Who We Are

Department Overview

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.

Division Overview

The HITS Enterprise Technology Services (ETS) division, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with relevant data for both clinical and our needs, while ensuring electronic medical records are accessible and secure. The team's staff provide 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 Michigan Medicine. Specific responsibilities include desktop installations, upgrades and troubleshooting 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 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. Ability to manage small to large size construction projects. Attend construction kick off meetings, review floor plans and construction documents. Provide budget estimates, timelines, and any special needs to project group. Understands broad and technical concepts and technical industry. Keep current in technology and continuous support improvements. Maintain current knowledge of applications used enterprise wide.

Responsibilities*

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

* Troubleshoot and remediate issues within Michigan Medicine enterprise devices.

* Understand enterprise managed image support and configurations.

* Act as liaison between customer and other HITS division Departmental business support for General Compute equipment.

* Service Now ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and triaging tickets.

* Development of customer training materials, technical writing.

* Provide best effort support for all non-standard devices as requested.

* Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols.

* Training related to customer requests, application needs, desktops, laptops, tablets, mobile devices, 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.

* Department specific work related to hardware upgrades and customer moves.

* Desktop administration tasks including meetings, technical training, technical documentation, and research as well as administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.

* Managing configurations and settings in Intune, Intelligent Hub, Jabber application support, clinical application support (Haiku/Canto)

* Workstation installation project work encompassing enterprise-wide OS upgrades, facility projects including new equipment and hardware upgrades.

* 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.

Required Qualifications*

Requirements for Senior Level:

* Bachelor degree in Computer Science, a related field or related experience.

* 3-5 years of progressive device support experience.

Requirements for Intermediate Level:

* Associate degree or equivalent combination of education, certifications or experience.

* 2-3 years of progressive device support experience.

Requirements for Associate Level:

* Associate degree or equivalent combination of education, certifications, and/or experience.

* 1-2 years of computer and/or device support experience.

Desired Qualifications*

* Ability to identify root causes of technical problems while prioritizing tasks and time to meet assigned commitments

* Ability to provide application support including enterprise wide and department specific applications as well as application support related to customer vendors and distribution of customer applications

* Ability to produce clear communications for diverse audiences using appropriate method

* Ability to model language and behavior that leaves others feeling valued and heard

* Experience within a healthcare setting

* Excellent interpersonal, written, and verbal communication skills

* Experience supporting Windows 10, Apple IOS, various mobile devices platforms

* Ability to support new combinations of network protocols, desktop operating systems and applications

* Demonstrate strong customer service skills, ability to work independently as well as a member of a team

* Proven ability to manage projects

* Ability to work flexible hours to meet customer business needs

* Understands the fundamentals of the OS (Windows, macOS, iOS, Android)

Work Schedule

This is a day shift position, working Tuesday - Saturday. As part of HITS, the candidate would report to the Device Support team located at the Michigan Medical Academic Medical Center.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes