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.

Who We Are

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.

Job Summary

Performs troubleshooting and resolution of desktop issues for 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.

Responsibilities*

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

Required Qualifications*

Requirements for Senior Level:

Requirements for Intermediate Level:

Requirements for Associate Level:

Desired Qualifications*

Work Schedule

This is a day shift position, working Tuesday - Saturday. As part of HITS, the candidate would report to the Device Support team located at the Michigan Medical Academic Medical Center.

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.

Underfill Statement

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

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 any time 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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