Hybrid Tier I Network & Data Center Ops Associate

University of Michigan; Ann Arbor (MI); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Generous time off

Competitive health insurance

Retirement plan with matching

Life insurance

Long-term disability coverage

Flexible spending accounts

Dental and Vision Insurance

Parental and Maternity Leave

Job summary

The University of Michigan ITS is hiring an Infrastructure Operations Center Support Specialist Assoc. to provide Tier I monitoring across networks, data center infrastructure, and related systems.

You will detect, analyze, and escalate alarms to meet service level agreements and support after-hours coverage for faculty, staff, students, guests and alumni. Based in Ann Arbor, you will work with network services, systems, applications, and hardware vendors to restore service, perform problem

Qualifications

• Minimum two years of related experience with confidentiality, timeliness and customer service.
• Proficiency with hardware and network monitoring software tools.
• Experience with ITSM tools such as Service Now, Team Dynamix, or similar.
• Knowledge of Windows and MacOS operating systems and common browsers.
• Proficiency with standard office software and collaboration tools.
• Strong verbal and written communication for phone support.

Responsibilities

• Perform monitoring functions to detect alerts and ensure escalation for timely resolution.
• Collaborate with network, systems, applications, and vendor teams to restore service.
• Troubleshoot alarms and events using basic networking fundamentals.
• Receive user requests via email/phone and prioritize responses accordingly.
• Provide Tier I resolutions, document resolutions, and escalate to Tier II when needed.
• Handle media for Disaster Recovery and contribute to data integrity processes.
• Coordinate with vendors on hardware failures and access Data Centers.
• Create and maintain knowledge base documentation and stabilize service improvements.

Skills

Monitoring tools

ITSM tools

Customer service

Troubleshooting

Communication

Teamwork

Tools

ServiceNow

Team Dynamix

Windows

MacOS

Job description

The University of Michigan ITS is hiring an Infrastructure Operations Center Support Specialist Assoc. to provide Tier I monitoring across networks, data center infrastructure, and related systems.

You will detect, analyze, and escalate alarms to meet service level agreements and support after-hours coverage for faculty, staff, students, guests and alumni. Based in Ann Arbor, you will work with network services, systems, applications, and hardware vendors to restore service, perform problem