Remote IT Help Desk & Service Center Associate

University of Michigan Information and Technology Services; Ann Arbor (MI); Remote; USD 40,000 - 42,000; Full time

Job summary

The University of Michigan Information and Technology Services is seeking Service Center Consultant Associates to join our team. These are full-time remote positions serving faculty, staff and students with IT assistance and beyond-basic help desk support.

You will collaborate across teams to provide high-quality technical support and document solutions. We will support your learning and professional development with substantial training and access to U-M resources, with opportunities to advance

Qualifications

• High School diploma or equivalent combination of education, certification, and experience
• Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
• Demonstrated proficiency with current computer technology and applications (tools for documents, spreadsheets, presentations, and collaboration)
• Demonstrated ability to leverage a variety of information sources and technical tools to perform day-to-day tasks
• Demonstrated effective creative problem solving with excellent troubleshooting, organizational, and analytical skills
• Demonstrated effective oral and written communication skills
• Demonstrated ability to establish and maintain effective relationships with customers and colleagues to consistently provide exemplary customer service

Responsibilities

• 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 covering 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, and chat.
• Multitask and work simultaneously with multiple applications, open windows and screens. Document and fulfill service requests, provide needed information and how-to guidance.
• Educate customers on 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.

Skills

Creative problem solving

Troubleshooting

Oral and written communication

Education

Associate's or Bachelor's degree

Job description

The University of Michigan Information and Technology Services is seeking Service Center Consultant Associates to join our team. These are full-time remote positions serving faculty, staff and students with IT assistance and beyond-basic help desk support.

You will collaborate across teams to provide high-quality technical support and document solutions. We will support your learning and professional development with substantial training and access to U-M resources, with opportunities to advance