End User Computing Specialist Associate
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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.
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.
Job Summary
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.
Responsibilities*
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 and enhance customer experience by supporting medical staff with workflow errors.
Provide End-User support for MiChart Epic Go-Lives.
Provide support and educate medical staff on MiChart departmental workflow changes.
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 items of up to 50 pounds and move items between the onsite locations.
Required Qualifications*
Minimum Experience and Education
1-2 years of direct customer support, preferably in either an academic or healthcare setting.
Desired Qualifications*
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.
Proficient with Medical Terminology.
Familiar with Ambulatory or Inpatient settings.
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
Work Schedule
This position is part of a 24x7x365 Service Desk. You may be asked to work a day, afternoon, overnight, weekend, or holiday shifts as needed. Remote work options available. Candidates should be available to work onsite if needed.
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.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) .
Additional Information
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: https://careers.umich.edu/benefits .
Background Screening
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.
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 Statement
The University of Michigan is an equal employment opportunity employer.
Job Detail
Job Opening ID
265805
Working Title
End User Computing Specialist Associate
Job Title
End User Computing Spec Assoc
Work Location
Michigan Medicine - Ann Arbor
Ann Arbor, MI
Modes of Work
Hybrid
Full/Part Time
Full-Time
Regular/Temporary
Regular
FLSA Status
Nonexempt
Organizational Group
Exec Vp Med Affairs
Department
MM HITS BusIT Customer Service
Posting Begin/End Date
7/07/2025 - 7/21/2025
Career Interest
Information Technology
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