Desktop Support Specialist Intermediate / Associate

Desktop Support Specialist Intermediate / Associate

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.

Job Summary

Performs troubleshooting and resolution of desktop and mobile device issues and for Michigan Medicine. Specific responsibilities include desktop and mobile computing 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 current 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.

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 Intermediate, 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).

Required Qualifications

Requirements for Intermediate Level

Requirements for Associate Level

Desired Qualifications

Physical Requirements

While performing the duties of this position, employees may remain in a stationary position for prolonged periods of time; those in this position regularly move and traverse great distances while traveling to and from our customer locations. Person in this position will work around obstacles and confined spaces while troubleshooting and installing computer equipment. Staff will occasionally ascend and descend stairs and ladders. Must be able to travel or transfer equipment to and from different buildings throughout the campus and off-site locations weighing up to 50 pounds with or without accommodations.

Work Schedule

This is a day shift position. As part of H.I.T.S., 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.

Additional Information

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.

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.

The University of Michigan is an equal employment opportunity employer.

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