Desktop Support Specialist Senior

Details

Posted: 29-Dec-23

Location: Ann Arbor, Michigan

Salary: Open

Categories:

Staff/Administrative

Internal Number: 243579

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.

Department Overview
Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.

Division Overview
The HITS Enterprise Technology Services (ETS) division, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with relevant data for both clinical and our needs, while ensuring electronic medical records are accessible and secure. The team's staff provide telephone, online, and in-person customer service to support computers, printers, telecommunication, and mobile devices.

Performs troubleshooting and resolution of desktop issues for the Michigan Medicine. Specific responsibilities include desktop installations, upgrades and troubleshooting of all new and existing hardware, software and network issues. Provides advice and assistance over the phone and in person for all information technology related problems. Exercise problem escalation process with other support staff and HITS second and third level customer support groups to ensure timely problem resolutions and customer satisfaction. Documents all customer calls into the problem management system for tracking, trending, and problem escalation. Maintains regular communication with customers, informing them of status of their escalated trouble ticket. Performs call back on all resolved trouble tickets notifying customers of the resolution to problem tickets to ensure customer satisfaction. Ability to manage small to large size construction projects. Attend construction kick off meetings, review floor plans and construction documents. Provide budget estimates, timelines, and any special needs to project group.  Understands broad and technical concepts and technical industry. Keep current in technology and continuous support improvements. Maintain current knowledge of applications used enterprise wide.

As a Desktop Support Senior, the responsibilities of the position include, but are not limited to, the following:

• Troubleshoot and remediate issues within Michigan Medicine enterprise devices.
• Understand enterprise managed image support and configurations.
• Act as liaison between customer and other HITS division Departmental business support for General Compute equipment.
• Service Now ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and triaging tickets.
• Development of customer training materials, technical writing.
• Provide best effort support for all non-standard devices as requested.
• Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols.
• Training related to customer requests, application needs, desktops, laptops, tablets, mobile devices, printers, scanners, all in one fax/copiers, peripheral devices, etc.
• Equipment management including recommendations, customer requests for equipment, purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition.
• Department specific work related to hardware upgrades and customer moves.
• Desktop administration tasks including meetings, technical training, technical documentation, and research as well as administrative paperwork, customer interactions, reporting, licensing, and HITS related tasks.
• Managing configurations and settings in Intune, Intelligent Hub, Jabber application support, clinical application support (Haiku/Canto)
• Workstation installation project work encompassing enterprise-wide OS upgrades, facility projects including new equipment and hardware upgrades.
• Vendor assistance and support for vendor managed hardware, and applications. Software licensing involving annual updates, as well as initial license recommendation and requests from customers.

Requirements for Senior Level

• Bachelor degree in Computer Science, a related field, or related experience
• 3-5 years of progressive device support experience 

Requirements for Intermediate Level

• Associate degree or equivalent combination of education, certifications, and/or experience
• 2-3 years of progressive device support experience 

Requirements for Associate Level

• Associate degree or equivalent combination of education, certifications, and/or experience
• 1-2 years of progressive device support experience

• Excellent interpersonal, written, and verbal communication skills
• Experience supporting Windows 10, Apple IOS, various mobile devices platforms
• Ability to support new combinations of network protocols, desktop operating systems and applications.
• Demonstrate strong customer service skills, ability to work independently as well as a member of a team. 
• Proven ability to manage projects.
• Ability to identify root causes of technical problems while prioritizing tasks and time to meet assigned commitments.
• Ability to provide application support including enterprise wide and department specific applications as well as application support related to customer vendors and distribution of customer applications.
• Ability to produce clear communications for diverse audiences using appropriate methods.
• Ability to model language and behavior that leaves others feeling valued and heard.
• Experience within a healthcare setting.
• Ability to work flexible hours to meet customer business needs.

This is a day shift position, working Monday - Friday. As part of H.I.T.S., the candidate would report to the Device Support team located at the Michigan Medical Academic Medical Center.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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 essential components; patient care, education and research that together enhance our contribution to society.

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.

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.

The University of Michigan is an equal opportunity/affirmative action employer.

 

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About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.
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