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

Department Summary

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions. Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units’ work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence. 

Job Summary

You will assist in providing production support for the IT & A/V infrastructure, operations, and services across Student Life buildings including Housing, RecSports, Unions, etc. Your primary focus will be on supporting unit-specific systems and technology solutions not directly supported by our shared service providers, including, but not limited to, exterior and student room access control, point of sale equipment, and audio-visual equipment in conference rooms, lounges, multi-purpose rooms, classrooms, and Community Learning Centers. You will collaborate with, assist, and advocate for our unit partners with our shared service providers and vendors to address their business problems through the integration of unit-specific enterprise applications and systems to ensure that solutions function as intended. You must have broad technical knowledge and the ability and desire to learn new systems and innovative technological applications

Why Work at Michigan?

In addition to a career filler with learning opportunities, 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 with immediate vesting
• Many choices for comprehensive health insurance
• Life Insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• SLTS staff have access to and learn about some of the newest technology in the marketplace for AV
• SLTS staff work in the office together in a family-like atmosphere

Responsibilities*

85% Production Support of End Users and Technology Systems

• Provide second-tier technical support and service restoration for daily operations and project efforts in a complex, distributed computing environment, including participation in an after-hours and weekend on-call rotation.
• Perform a broad range of IT & A/V installation, configuration, upgrades, and support services for exterior and student room access control, point of sale equipment, audiovisual equipment, PC and Mac, mobile devices, enterprise software, server and database administration, network support, and security.
• Work assignments include issues involving multiple components and integration of those components (e.g. MiWorkspace imaged computers, enterprise applications, and access hardware), as well as having some knowledge of the bundled service offerings (e.g. enterprise networking, storage, security, file sharing).
• Supporting the onboarding & offboarding of Student Life staff including providing access to university resources and equipment.
• Support and collaborate with team members, unit partners, and shared service providers and contribute to efforts to develop, implement, and continuously improve systems.
• Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions, and data to meet customer needs.

10% Professional Development

• Stay current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing. Mentor other staff.
• Demonstrate skill development by actively participating in growth opportunities. Apply new skills / knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties. Meets or exceeds customer expectations and performance metrics.
• Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.
• Assist in the selection and training of student staff acting in a user support role.
• Participates in the Tech Ambassadors service which aims to provide a consistent technology staff presence in the Student Life units in order to provide troubleshooting, consultation, and general guidance around technology needs.

5% Project Planning and Implementation

• Participate in project implementations such as upgrades to enterprise systems and A/V; planning, testing, and deploying new technologies; and integration with backend and unit services.
• Proactively seek information and utilize analytical and creative problem-solving skills, along with standard processes and technologies, to solve problems, resulting in secure and reliable connections to, and use of, systems, applications, and infrastructure.
• Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technologies. Recommends improvements in current processes.
• Demonstrate relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating partner units and team members on the use of services, handling of sensitive data, and resolving incidents.

Required Qualifications*

• Associate Degree or equivalent experience and/or technology-related certifications
• Minimum 1 year of related experience in desktop support, troubleshooting, and administering Windows, Mac, and/or Linux-based systems and layered software
• Minimum 1 year of related experience troubleshooting printing issues, A/V issues, and/or related technologies
• Familiar with use of networking tools and/or equipment
• Work Authorization: Must be legally authorized to work in the United States without company sponsorship

Desired Qualifications*

• 1-2 years of related experience troubleshooting digital signage issues
• Experience integrating computing components in small- and medium-scale presentation and auditorium environments
• Experience with the use of desktop management tools to administer dozens to hundreds of computers in a complex IT environment
• Experience with the U-M information technology environment, including MiWorkspace
• Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education, certification, and experience
• Extensive knowledge of information technology products and services
• Experience with computer programming or scripting
• Experience with one or more problem-solving techniques and technology tools used to identify the root cause of technical issues on Mac, Windows, or Linux-based systems
• Experience with use and upkeep of inventory systems

Additional Information

Working conditions

This position is required to work on-campus 5 days a week.

Note: This position may require after-hours and weekend support as part of an on-call rotation, with occasional work outside of normal business hours for planned upgrades and best-effort response to major outages.

Physical requirements

Troubleshooting and responding to problem reports routinely requires travel across campus, accessing equipment in tight and confined spaces, ascending and descending ladders and periodically transporting heavy (up to 50lb) objects.

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.  

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this position.

#studentlife

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.

U-M EEO/AA Statement

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

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.