Tier I NOC & Infra Support Associate

University Of Michigan; Ann Arbor (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous time off

Retirement plan with employer match

Health insurance options

Parental and Maternity Leave

Job summary

University of Michigan is seeking an Infrastructure Operations Center Support Specialist Associate to provide Tier I monitoring and after-hours support for networks, data center infra, and related systems.

You will detect, analyze, and elevate alarms, assist with disaster recovery tasks, and collaborate with teams to restore services. Flexible to work overtime, weekends, and holidays as needed in a critical on-call environment.

Qualifications

• Minimum two years of experience in a related role with confidentiality and customer service.
• Proficiency with hardware and network monitoring software.
• Experience with IT Service Management tools such as ServiceNow, Team Dynamix, or similar.
• Strong basic computer skills and ability to communicate clearly.

Responsibilities

• Monitor networks and infrastructure to detect and escalate alarms.
• Provide Tier I resolutions and workarounds, escalating to Tier II as needed.
• Interact with end-users via phone and email, prioritizing requests.
• Assist with data center access, media handling, and disaster recovery tasks.
• Develop and maintain knowledge base documentation and respond to trends.

Skills

Customer service

Troubleshooting

Network monitoring

Communication skills

Education

Associate or higher in IT field

Tools

ServiceNow

TeamDynamix

Monitoring tools

Job description

University of Michigan is seeking an Infrastructure Operations Center Support Specialist Associate to provide Tier I monitoring and after-hours support for networks, data center infra, and related systems.

You will detect, analyze, and elevate alarms, assist with disaster recovery tasks, and collaborate with teams to restore services. Flexible to work overtime, weekends, and holidays as needed in a critical on-call environment.