Job Description

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

Health Information Technology & Services (HITS) is seeking an End User Computing Specialist to join our Customer Service team. You will provide phone, chat, and walk-up support and assist our Michigan Medicine community with technology solutions that help them perform at their best. You will provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride. 

About Us

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 200k customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine. 

About You 

You are customer-focused, efficient, adept at identifying customer needs, and have basic technical knowledge. You are an excellent communicator, a quick learner, and make the most of the resources available to you. A proven team player, you are flexible and motivated to make things better for your team, your organization, and can see the value your work directly provides to serve the tripart mission of Michigan Medicine.

Responsibilities*

End-User Computing Specialists power the HITS Service Desk and Help Me Now locations and:

Provide First-line Troubleshooting and Triage for Michigan Medicine Technologies

Practice Service Excellence Across All Contact Channels

Maintain Personal and Shared IT Knowledge

In addition, End User Computing Specialists may be asked to perform other duties as assigned.

Physical Requirements

While performing the duties of this position, End User Computing Specialists may regularly be required to sit for long periods of time.  Duties include significant keyboarding and computer-based activities while using the telephone.  Specialists may also need to lift up to 50 pounds to move items within the onsite locations.

Required Qualifications*

Desired Qualifications*

You should meet the following needs:

Technological Skills

Work Schedule

This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. Remote work options available. Candidates should be available to work onsite if needed. 

Work Locations

Non-Michigan residents should inquire about potential employment while working remotely in a state other than Michigan.  Apply to be part of a strong team that partners with our institution, community, and each other.

Modes of Work

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.

Additional Information

Benefits  

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits 

Diversity Statement

HITS is firmly committed to advancing inclusion, diversity, equity, accessibility, and belonging, which are core to the culture and values of Michigan Medicine. Our community supports recruiting and cultivating a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan and the world. We strive to create a work culture where each team member feels respected, valued, and safe.  

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

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.

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