Customer Help Desk Technician Associate

University Of Michigan; Flint (MI); On-site; USD 35,000 - 50,000; Full time

Job summary

The University of Michigan-Flint is seeking a Customer Help Desk Technician Associate. This role focuses on providing technical support to users both in-person and via phone, in a vibrant educational environment. The successful candidate will possess strong technical skills and an associate degree. The position requires collaboration, troubleshooting capabilities, and a commitment to exceptional customer service. Benefits include generous time off and comprehensive health insurance.

Benefits

Generous time off

Retirement plan with matching contributions

Comprehensive health insurance options

Life insurance

Long-term disability coverage

Flexible spending accounts

Tuition support for staff and dependents

Qualifications

• 1+ years in an IT Helpdesk or customer service environment.
• Knowledge in hardware and software troubleshooting.
• Ability to create and edit technical documentation.

Responsibilities

• Provide support to faculty, staff, and students for technical issues.
• Maintain computer labs by monitoring equipment status.
• Assist in writing user documentation and help videos.

Skills

Technical support

Troubleshooting

Customer service

Documentation

Education

Associate Degree or equivalent experience

Job description

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

The University of Michigan-Flint Office of Information Technology Services is looking for a Customer Help Desk Technician Associate. Under the general supervision of the team manager, this customer service position provides direct in-person and telephone support to users for various technical issues.

Responsibilities*

Responsibilities include, but are not limited to:

• Assist faculty, staff, and students with technical products or services by answering questions and solving problems in person, on the phone, and via computer (through email and chat programs). Identify, investigate, and research questions and problems, and refer to technical, professional, or service personnel for follow-up, as appropriate.
• Apply basic skills and procedures appropriate for the position within assigned functional area. Duties and tasks are standardized. Resolve routine questions and problems, and work through complex issues to the furthest extent possible before referring them to higher levels. Work under direct supervision and follow standard procedures to accomplish assigned tasks. Monitor, maintain, and assist in all of the open computer labs on campus by monitoring noise levels, responding to complaints, surveying equipment status of printers and computers, and assisting with usage of the equipment.
• Assist with writing and reviewing user documentation and other training publications. Assist with creating and editing help videos for use in ITS publications. Assist with preparing and updating ITS documentation for use in the unit as a permanent record.
• Update technical skills as necessary by reading manuals and journals, subscribing to discussion groups, attending training, etc.

Required Qualifications*

• Associate Degree or equivalent combination of relevant education and/or experience
• 1 or more years of experience working in an Information Technology Helpdesk or a customer service environment.
• Demonstrate knowledge and skills in technology and information systems including hardware and software troubleshooting.
• Demonstrate proficiency troubleshooting multiple operating systems.
• Demonstrate ability to create and edit documentation for supporting customers as well as technical documentation for the unit.
• Evening and weekend hours may be required.

Why Work at U-M Flint?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future.

Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions after 12 months of eligible service, with immediate vesting.
• Many choices for comprehensive health insurance.
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses.

Eligibility for benefits is based on your job group, your appointment percentage and the length of your appointment. Learn more about employee benefits and eligibility and download the Comprehensive Benefits for Faculty and Staff flier .

UM-Flint offers tuition support for eligible UM-Flint staff members. In addition, UM-Flint offers dependent tuition support (DTS) for qualified dependents of faculty and staff from all UM campuses. Information can be found at:https://www.umflint.edu/hr/benefits/

Onsite
The work requires, or the supervisor approves a fully onsite presence. Onsite is defined as a designated U-M owned or leased work location within or outside of the State of Michigan.

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 here .

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.