Service Center Consultant Associate

University of Michigan; Ann Arbor (MI); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Remote work

University benefits

Job summary

University of Michigan ITS seeks Service Center Consultants to join the team as the first IT assistance point for faculty, staff, and students. This is a full-time remote role with university benefits and opportunities for learning and growth.

Work with teams to deliver high-quality support, document solutions, and help improve IT services. Training and career development are provided as performers advance within the organization.

Qualifications

• High School diploma or equivalent.
• Knowledge of Windows and MacOS and industry-standard web browsers.
• Proficiency with standard office and collaboration tools.
• Ability to leverage information sources and technical tools for day-to-day tasks.
• Strong troubleshooting, organizational, and analytical skills.
• Excellent oral and written communication.

Responsibilities

• Provide initial IT assistance and beyond-basic help desk support to faculty, staff and students.
• Collaborate across teams to deliver high-quality technical support and customer service.
• Document solutions and update support documentation; guide users on IT services and policies.
• Communicate via remote channels (phone, email, chat) and manage multiple requests efficiently.
• Assist in developing and improving IT services and self-service resources.

Skills

Operating systems knowledge

Web browsers proficiency

Computer applications

Creative problem solving

Oral and written communication

Customer service

Relationship building

Education

High School diploma

Associate’s or Bachelor’s degree

Tools

Office suite (Docs/Sheets/Slides)

Job description

Service Center Consultant Associate

Information and Technology Services (ITS), University of Michigan. Ann Arbor Campus. Full-time remote position, with great university benefits. Starting salary may vary depending on qualifications and experience of the selected candidate.

Who We Are

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:

• Elevating the customer experience by providing proactive, laser focused customer service
• Providing appropriate IT security and privacy in an open university society, while enabling innovation
• Supporting data-informed decision making
• Delivering intuitive research computing solutions
• Building a world-class, transformational network and reliable administrative systems

In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment. Our mission is to be trusted enablers of technology for the U-M community.

Job Summary

The University of Michigan is looking for Service Center Consultants to join our team in Information and Technology Services. This role serves as an initial point of IT assistance and provides beyond-basic help desk support for faculty, staff, and students who are improving the world through the leading research, education, patient care and professional services that make U-M a world-class institution. These are full-time remote positions, with great university benefits.

You will collaborate across teams to provide high-quality technical support and customer service, and your expertise will be recognized as you document solutions. We will support your learning and professional development with substantial training and access to U-M resources. As skills and knowledge build, exceptional performers may have opportunities to further their career growth in other ways, such as through team and departmental projects.

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. Handle a high volume of customer contacts efficiently through effective time management and adhering to policy guidelines. Verify and troubleshoot issues; use training and available documentation to provide solutions. 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. Update and improve existing support documentation. Support the development, design, and implementation of new IT services, and improvement of existing services.

Development of self and others:

Our team members are always improving and developing in areas such as advanced customer service techniques, the latest changes in tools and technologies, and new skills that increase effectiveness for the individual, team or organization. Development activities may include on-the-job training, reading, research and testing.

Required 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

Desired Qualifications

• Associate’s or Bachelor’s degree
• Six months experience in IT, customer service, or other relevant settings

Physical Demands/Work Environment

Normal amount of being stationary, average mobility to move around an office environment; able to conduct normal amount of work at a computer. May require working scheduled shifts outside of typical business hours and on weekends, as well as availability for on-call duty. Punctual, regular, and consistent attendance is required.