Job Description

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.

Health Information Technology & Services (HITS) is seeking an End User Computing Specialist to join our Customer Service team. You will provide phone, chat, and walk-up support and assist our Michigan Medicine community with technology solutions that help them perform at their best. You will provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride. 

About Us

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 200k customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine. 

About You 

You are customer-focused, efficient, adept at identifying customer needs, and have basic technical knowledge. You are an excellent communicator, a quick learner, and make the most of the resources available to you. A proven team player, you are flexible and motivated to make things better for your team, your organization, and can see the value your work directly provides to serve the tripart mission of Michigan Medicine.

End-User Computing Specialists power the HITS Service Desk and Help Me Now locations and:

Provide First-line Troubleshooting and Triage for Michigan Medicine Technologies

• Educate end-users, faculty, and staff on the many IT tools utilized across Michigan Medicine
• Provide accurate and efficient clinical support processes that may include patient chart documentation, guide users with order/lab results entry, chart correction, In Basket management, etc.
• Work with the next level MiChart support groups and other MiChart team members to improve patient care and improve processes to enhance customer experience
• Triage and resolve customer requests for access, standard changes, or other general IT needs
• Document all steps taken in troubleshooting within a ticketing system, following good incident management process to resolve issues where possible or triage/escalate issues when necessary  

Practice Service Excellence Across All Contact Channels

• Triage and resolve queued calls via an Automated Call Distribution system
• Triage and resolve critical classroom support issues 
• Triage and resolve online incidents and requests, including web submitted items via our Michigan Medicine Help Center 
• Triage and resolve online incidents and requests via IM/chat 

Maintain Personal and Shared IT Knowledge

• Build relationships, establish trust and solve problems for end-users, faculty, and students by utilizing active and empathetic listening skills 
• Collaborate with IT professionals across the campus to master new workflows or technologies
• Review and update knowledge content to ensure the customer receives accurate and relevant information
• Participate in team in-services, skills development sessions, feedback meetings, and special projects 
  

In addition, End User Computing Specialists may be asked to perform other duties as assigned.

Physical Requirements

While performing the duties of this position, End User Computing Specialists may regularly be required to sit for long periods of time.  Duties include significant keyboarding and computer-based activities while using the telephone.  Specialists may also need to lift up to 50 pounds to move items within the onsite locations.

• 1-2 years of direct customer support, preferably in either an academic or healthcare setting

• Additional certifications or education related to the delivery of IT services or problem-solving, such as Epic/Michart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile, or similar.  
• Knowledge of UM policies, procedures, and tools. 
• Associate's degree in related field or equivalent combination of education, certification, and experience
• Excellent communication skills via in-person engagements, phone, email, and IM/chat

You should meet the following needs:

Technological Skills

• Experience or exposure with electronic medical records, such as Epic/MiChart 
• Proficiency with common device setups used within Michigan Medicine, including Windows and Mac computers, iOS and Android smart devices, and their peripherals
• Significant familiarity with enterprise productivity software, such as the Microsoft Office suite and Google Tools
• Troubleshooting skill with storage solutions, such as network file shares (NAS) and cloud applications (Dropbox, OneDrive, Google Drive, etc.)
• Experience or exposure with Zoom and Canvas
• Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps, and more

This position is part of a 24x7x365 Service Desk. You may be asked to work day, afternoon, overnight, weekend, or holiday shifts as needed. Remote work options available. Candidates should be available to work onsite if needed. 

Work Locations

Non-Michigan residents should inquire about potential employment while working remotely in a state other than Michigan.  Apply to be part of a strong team that partners with our institution, community, and each other.

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support:

Diversity Statement

HITS is firmly committed to advancing inclusion, diversity, equity, accessibility, and belonging, which are core to the culture and values of Michigan Medicine. Our community supports recruiting and cultivating a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan and the world. We strive to create a work culture where each team member feels respected, valued, and safe.  

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

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.

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

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

Connections working at University of Michigan - Ann Arbor

Job Tags

Holiday work, Remote job, Flexible hours, Night shift, Weekend work,

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