How to Apply

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.

Summary

The School of Dentistry has an exciting opportunity for a Service Center Technician Associate. Dental Informatics is charged with supporting and providing information technology to faculty, students, and staff to further the School of Dentistry’s teaching, research, and healthcare missions. This is an exciting opportunity to work for the #1 ranked Dental School in the United States.

Customer service is our primary focus, and the successful candidate must be able to work collaboratively, while balancing traditional help desk phone, walk-in support duties, and  project-based support challenges that arise in a dynamic information technology atmosphere. The School of Dentistry is a rewardingly diverse and collaborative environment, and requires that the successful candidate possess excellent written and verbal communication skills, and strong problem-solving abilities. The Help Center within Dental Informatics requires someone with the ability to perform in a fast-paced environment, take initiative, follow through, and have the ability to communicate complex technical concepts to groups with diverse backgrounds.

Mission Statement

MDentistry: advancing health through education, service, research and discovery. MDentistry Core Values: Compassion, Leadership, Excellence, Responsibility, Trust, Creativity, and Inclusion.The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by:

Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences.
Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

Why Work at Michigan?

Why work for Michigan?
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
• Excellent medical, dental and vision coverage effective date of hire
• A retirement plan that provides two-for-one matching contributions Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses 
• Tuition Support Program

Responsibilities*

Customer Support

• Provide end-user IT support for customers in a broad range of administrative, instructional, research and patient care environments. 
• Train customers on basic functions of productivity, collaboration applications, and using mobile devices. 
• Assist faculty, researchers, and staff with computer hardware specifications. 
• Assist with purchasing of hardware and software. 
• Promptly respond to support request calls and emails, respond to clinic problems, and respond to conference and/or classroom A/V problems.
• Communicate the current state of requests with customers and team members.  
• Demonstrate relationship building, effective communication skills and quality service in the process of collaboration with supporting, advising and educating customers and team members on the use of services, handling sensitive data and resolving incidents.

Help Center Support

• Actively collaborate with team members to effectively resolve incidents and requests. 
• Monitor the ticket queue and prioritize daily to maintain support continuity. Install new hardware, software and updates. 
• Prepare devices for deployment and rebuild existing computers as necessary. 
• Investigate, diagnose and resolve complex hardware, software, security and network problems. 
• Coordinate vendor repairs of computers, printers, and other devices.
• Work closely with the Educational Technologist to identify, support, and maintain conference room, lecture hall, and classroom A/V equipment and environments.
• Maintain inventories of computers, software licenses and related supplies resulting in accurate, timely and efficient data for asset management and budget projections.
• Follow procedures and guidelines to install, configure, customize, troubleshoot, upgrade,  integrate and maintain systems, software, workstations printers, wireless devices, handheld devices, peripherals, and network.
• Proactively seeks information and utilizes analytical and creative problem solving skills along with standard processes and technologies resulting in secure and reliable systems, applications and infrastructure.

Documentation and Communication

• Document routine procedures. 
• Update and maintain customer facing knowledge base documentation, as well as, technical support knowledge base documentation. 
• Update and maintain user documentation (e.g. how to use A/V in the classroom).  
• Produce reports as required by supervisor or higher level authority.
• Inform customers of planned and unplanned IT infrastructure changes and events which may impact their productivity.
• Communicate consistently and professionally with team members and customers using chat and collaboration tools currently used in the university environment (Slack, Google Chat, Zoom, Microsoft Teams, etc.).

Development of Self and Others

• Stays current with relevant advances in technologies.
• Identifies and leverages available training resources.
• Demonstrates skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills and knowledge to the job.
• Demonstrates effective communication skills when providing training and mentoring to lesser-experienced staff resulting in staff and teams using and implementing the latest policies, procedures and best practices to accomplish tasks.

Required Qualifications*

• Associate degree or equivalent experience.
• Minimum of 1 year helpdesk and/or technical support experience, including providing outstanding customer service and accurately documenting detailed information.
• Familiarity with current general computer applications (e.g Microsoft office, Google suite, using Apps on iPad, etc).
• Demonstrated ability to develop and maintain positive relationships, inside and outside of the workgroup, interacting in a friendly, open, honest, and accepting manner.
• Strong oral and written communication skills. Ability to express technical concepts and information effectively, both verbally and in writing to non-technical users. Ability to constructively voice options and alternative approaches. Ability to handle and manage conflict resolution and difficult conversations.  
• Excellent attendance record, punctual and consistent attendance is required.
• Organizational, analytical and independent problem solving skills.
• Flexibility: Ability to adapt to change in a fast-paced environment. Ability to occasionally work flexible hours (early morning, early evenings, weekend clinic support or weekend maintenance windows). 
• The selected candidate will work and support systems that maintain and process sensitive institutional data as defined by university policies. The candidate must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards, including but limited to ITAR, EAR, HIPAA, FERPA and FISMA.

Desired Qualifications*

• Experience with HIPAA compliance and security in a healthcare working environment
• Experience with Electronic Health Record (EHR) and imaging systems
• Experience with software license managing technologies
• Experience with mobile device management, including Jamf and/or Airwatch 
• ITIL certification or other help desk certification/service management training
• Experience with scripting languages and creating simple scripts.

Work Schedule

The School of Dentistry provides patient care to the general public and collaborates with other medical institutions, which requires operating hours that align with the community's needs. The ability to work some evening and weekend hours is a requirement for this position. 

Work Locations

This position is onsite and is primarily located at the School of Dentistry at 1011 N University. 

Additional Information

Travel: We support multiple locations across campus and in the City of Ann Arbor that will require periodic travel to. This position requires on site work to provide in-person IT support. 

Physical requirements of the position: Will need to effectively navigate different and varying office and clinical environments, in order to deliver/retrieve computer hardware and peripherals. Periodically, will need to safely move boxes and computer equipment weighing up to 50 lbs. Also, need to be able to position self to install computer equipment under desks or tables.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

Vaccine Requirements

COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.