Job Description

Job Summary
The University of Michigan-Flint Office of Information Technology Services is looking for a Customer Help Desk Technician Associate. Under the general supervision of the team manager, this customer service position provides direct in-person and telephone support to users for various technical issues.

Responsibilities*
Responsibilities include, but are not limited to:

Assist faculty, staff, and students with technical products or services by answering questions and solving problems in person, on the phone, and via computer (through email and chat programs). Identify, investigate, and research questions and problems, and refer to technical, professional, or service personnel for follow-up, as appropriate.
Apply basic skills and procedures appropriate for the position within assigned functional area. Duties and tasks are standardized. Resolve routine questions and problems, and work through complex issues to the furthest extent possible before referring them to higher levels. Work under direct supervision and follow standard procedures to accomplish assigned tasks. Monitor, maintain, and assist in all of the open computer labs on campus by monitoring noise levels, responding to complaints, surveying equipment status of printers and computers, and assisting with usage of the equipment.
Assist with writing and reviewing user documentation and other training publications. Assist with creating and editing help videos for use in ITS publications. Assist with preparing and updating ITS documentation for use in the unit as a permanent record.
Update technical skills as necessary by reading manuals and journals, subscribing to discussion groups, attending training, etc.
Represent ITS endeavors in departmental and/or university-wide committees.
Required Qualifications*
Associate Degree or equivalent combination of relevant education and/or experience
1 or more years of experience working in an Information Technology Helpdesk or a customer service environment.
Demonstrate knowledge and skills in technology and information systems including hardware and software troubleshooting.
Demonstrate proficiency troubleshooting multiple operating systems.
Demonstrate ability to create and edit documentation for supporting customers as well as technical documentation for the unit.
Evening and weekend hours may be required.
Why Work at U-M Flint?
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future.

Benefits include:

Generous time off
A retirement plan that provides two-for-one matching contributions after 12 months of eligible service, with immediate vesting.
Many choices for comprehensive health insurance.
Life insurance
Long-term disability coverage
Flexible spending accounts for healthcare and dependent care expenses.