Service Center Consultant Associate

Job Title: Service Center Consultant Associate

About the Role

The University of Michigan is seeking Service Center Consultants for Information and Technology Services. This role provides initial IT assistance and advanced help desk support to faculty, staff, and students. These are full-time, remote positions with university benefits. You will collaborate across teams to deliver high-quality technical support and customer service, documenting solutions as you go. Training and access to U-M resources will be provided for your learning and professional development. Exceptional performers may have opportunities for career growth through projects.

Key Responsibilities

• Work in a team environment providing IT support for:
• Identities, passwords, and access
• Computer and network infrastructure, desktop and mobile devices, collaboration services
• Applications related to human resources, financials, student and alumni records, research administration, teaching, and learning
• Provide high-quality customer service and technical support via remote channels: phone, email, and chat.
• Multitask and work simultaneously with multiple applications, open windows, and screens.
• Document and fulfill service requests, provide information, and offer how-to guidance.
• Handle a high volume of customer contacts efficiently through effective time management and adherence to policy guidelines.
• Verify and troubleshoot issues, using training and available documentation to provide solutions.
• Educate customers on available IT services, as well as relevant IT standards and policies.
• Collaborate with team members and other service/support groups to resolve complex issues.
• Update and improve existing support documentation.
• Support the development, design, and implementation of new IT services, and improvement of existing services.

Development Of Self And Others

Team members continuously improve and develop in areas such as:

• Advanced customer service techniques
• Latest changes in tools and technologies
• New skills to increase individual, team, or organizational effectiveness

Development activities may include: on-the-job training, reading, research, and testing. Actively seek relevant professional development opportunities and set a plan with a supervisor.

Requirements & Tech Stack

• High School diploma or equivalent combination of education, certification, and experience
• Demonstrated knowledge of operating systems (Windows, MacOS) and industry-standard web browsers.
• Demonstrated proficiency with current computer technology and applications (tools for documents, spreadsheets, presentations, and collaboration).
• Demonstrated ability to leverage a variety of information sources and technical tools for day-to-day tasks.
• Demonstrated effective creative problem solving with excellent troubleshooting, organizational, and analytical skills.
• Demonstrated effective oral and written communication skills.
• Demonstrated ability to establish and maintain effective relationships with customers and colleagues to consistently provide exemplary customer service.

Desired Qualifications

• Associate's or Bachelor's degree
• Six months experience in IT, customer service, or other relevant settings.

Skills You Have

• Energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology.
• Seek understanding and tackle projects and problems with customers' needs in mind.
• Work proactively to preempt challenges and concerns.
• A constant learner who thrives in a dynamic academic environment.
• Value a culture rooted in mutual respect, learning from different perspectives, roles, and identities.

Modes of Work

• Positions eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually and subject to change.

Additional Information

• Physical Demands/Work Environment: Normal amount of being stationary, average mobility to move around an office environment; able to conduct normal amount of work at a computer. May require working scheduled shifts outside of typical business hours and on weekends, as well as availability for on-call duty. Punctual, regular, and consistent attendance is required.

Benefits

• The University of Michigan offers a comprehensive benefits package.