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Service Center Support Specialist Associate
2 months ago
The University of Michigan-Dearborn Information and Technology Services (ITS) is seeking a highly skilled Service Center Support Specialist Associate to join our team. As a member of our Operations team, you will be responsible for providing technical support to customers at all levels, including the executive level, with their hardware, software, networking, storage, and security needs in a complex computing environment.
Key Responsibilities- Provide Tier 1 Support: Deliver phone, chat, and in-person technical support for daily campus technology operations. Follow procedures to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, handheld devices, network and port configurations, and peripherals.
- Monitor Systems and Tickets: Actively monitor systems for availability, error conditions, adequate space allocation, backup integrity, and performance. Manage existing tickets in the Service Desk queue, ensuring customers are informed of progress towards resolution.
- Coordinate Incident Resolution: Work with team members and other support groups to resolve incidents and requests within service level expectations. Use service management tools to update and capture meaningful information, establishing standards and metrics for future incident and request resolutions.
- Collaborate and Improve Systems: Partner with team members and customers to develop, design, implement, and continuously improve systems. Write technical knowledge base articles for both internal and external audiences. Foster cooperation and customer relationships by coordinating with customers, Unit IT, and other technical staff for operational and project work.
- Manage Multiple Tasks: Handle multiple tasks simultaneously, prioritizing assignments, appointments, and meetings to ensure timely completion of work. Resolve issues involving multiple components (e.g., hardware, operating systems, applications, and network) and understand the service bundle (e.g., file storage, security).
- Degree in computer science or a related field, or equivalent combination of education, certification, and experience.
- Minimum of one year experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and layered software.
- Familiarity with some or all of the following technologies: Windows 10/11, macOS 11.x+ (Big Sur and later), Microsoft Office 365, browsers, local account management, scripting, software installs and removals, registry, command line, Service Desk ticket systems, remote support, and system management tools.
- Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for at least one of the following platforms/systems: Windows or Mac.
- Broad, multidisciplinary infrastructure background.
- Experience supporting both Windows and Mac systems.
- Experience utilizing enterprise level system management tools (such as SCCM) and processes.
- Experience supporting executives.
- Experience working a customer service role in a Call Center.
