Service Center Consultant Associate

About the Role

The University of Michigan's Information and Technology Services is seeking Service Center Consultants to join their team. This role provides initial IT assistance and advanced help desk support for faculty, staff, and students. These are full-time, mobile/remote positions.

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 covering human resources, financials, student and alumni records, research administration, teaching and learning
• Provide high-quality customer service and technical support primarily via remote channels: phone, email, and chat.
• Multitask and work simultaneously with multiple applications, open windows, and screens.
• Document and fulfill service requests, provide needed 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; use training and available documentation to provide solutions.
• Educate customers on available IT services, as well as relevant IT standards and policies.
• Actively collaborate with team members and other service/support groups to resolve more complex issues.
• Update and improve existing support documentation.
• Support the development, design, and implementation of new IT services, and improvement of existing services.
• Engage in continuous development in areas such as advanced customer service techniques and new tools/technologies.

Requirements & Tech Stack

• 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 to perform 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.

Qualifications

• High School diploma or equivalent combination of education, certification, and experience.
• Associate's or Bachelor's degree (Desired).
• Six months experience in IT, customer service, or other relevant settings (Desired).

How to Apply

A cover letter and resume are both required. The cover letter must be included as page ONE of your resume. Applications lacking either item will not be considered.

In your cover letter, share a specific example of a time you used one of the key skills we're looking for (e.g. creative problem solving, technical troubleshooting, exceptional customer service). Briefly describe:

• The situation
• What you did
• The outcome
• What you learned

We want to understand how you apply your skills in real situations. Avoid repeating your resume or our job posting. Be prepared to discuss this example as part of the interview process.