Job Summary
How to Apply
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 Tech Intermediate that provides advanced technical support to faculty, staff, students, and the community, addressing a wide range of technical issues. The role includes leadership responsibilities such as scheduling, project management, and process development.
Reporting to the Business Administrator Intermediate, this position contributes to team-building efforts and participates in department-wide initiatives.
Responsibilities*
Technical Support
- Provide first-tier and escalated technical support for software, hardware, and peripheral issues.
- Troubleshoot and resolve technical problems via phone, in-person, and electronic communication.
- Maintain thorough documentation of all support interactions and solutions
Policy and Protocol Compliance
- Ensure adherence to ITS standards and protocols for helpdesk operations
- Escalate unresolved or complex issues after in-depth analysis
- Enforce policies across computer labs and service locations
Documentation and Training
- Develop and review user manuals, Quick Notes, video tutorials, and training materials
- Assist in departmental projects and ensure successful completion
- Provide support for classroom services and related technologies
Professional Development
- Attend and apply learnings from educational training to improve technical and professional skills.
- Share insights with team members through written updates and team meetings
University and Team Contributions
- Actively promote and engage with university goals and initiatives
- Provide leadership and mentorship to newer team members
Required Qualifications*
- Associate's degree in computer science or related field and/or a combination of education and experience.
- 2 or more years of experience providing technical support in an academic or corporate environment
- Prior leadership or team coordination experience, including task scheduling and delegation.
- Experience developing technical documentation and user guides
- Proficiency with Windows and macOS environments, including troubleshooting and software installation.
- Knowledge of network fundamentals and computer peripherals
- Familiarity with ITS standards and helpdesk ticketing systems
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/
Information about our vision, mission and values can be found at: https://www.umflint.edu/ chancellor/leadership-mission- vision/
Modes of Work
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.
Background Screening
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.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
