Job Information
University of Michigan Desktop Support Specialist Sr/Desktop Support Specialist Inter (Underfill) in Ann Arbor, Michigan
Desktop Support Specialist Sr/Desktop Support Specialist Inter (Underfill)
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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.
Job Summary
Provides support for a complex computing environment in the areas of hardware, software and network to users within the unit. Represents unit on university-wide technology committees and provides support of special applications and for special projects for the unit and its customers.
This position will work under the direct supervision of the MAISE IT Support Manager. On-the-job training in a health system environment will be provided and tailored to the individual based on their experience. The primary role is to learn the electronic health system to troubleshoot and resolve issues with documentation and medical device integration.
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.
Who We Are
Michigan Anesthesiology Informatics and Systems Improvement Exchange (MAISE) is part of the University of Michigan's Department of Anesthesiology. We are a group made up of IT, business, and health care professionals. Our mission is to leverage IT to improve patient safety and better health care outcomes.
The MAISE Hyperacute team provides immediate support to clinical providers and staff in person along with telephone and online customer service. Our goal is to support providers and staff who need assistance quickly so they can focus on patient care. The team focuses on resolving issues in real-time to decrease errors and ensure accurate documentation for medical records and billing.
This job is ideal for those looking to grow in a health system environment and a desire to provide high-level problem-solving and immediate support to providers and staff. This job will expose you to the inner workings of a health system and the impact of IT on day-to-day operations.
Responsibilities*
Provide EHR Support for EPIC MiChart Anesthesia documentation
Provide direct support throughout Preop/OR/PACU, Inpatient and procedure units for medical device integration
Management and troubleshooting of Capsule Hardware and Software
Provide support for a complex computing environment in the areas of hardware, software and network to users
Triage, document, troubleshoot, escalate, and resolve issues as necessary
Provide training to users on software and hardware as needed
Participate in 24x7 after hours on-call support rotation
Act as liaison between customer and other Michigan Medicine departments
Installations, upgrades and troubleshooting of Capsule hardware and software
Equipment management purchasing, receiving, un-boxing, deployment, tracking, and preparation for property disposition
Anesthesia Department specific work related to hardware upgrades and customer moves
Required Qualifications*
Intermediate Level:
- Bachelor degree in computer science, a related field, or related experience, and 2 to 3 years IT related work experience.
Additional Requirements for Senior Level
Bachelors degree in computer science, a related field, or related experience, and 3 to 5 years IT related work experience. Masters degree preferred
Experience within a healthcare setting
Experience with EPIC EHR or any other HER
Technical Writing - Understand and Develop training material for users
Technical Writing - Development of troubleshooting materials for team members
Project management experience
Experience creating workflow charts used for troubleshooting and documentation
Understand broad and technical concepts and technical industry
Experience managing equipment, construction and software projects
Ability to represents team on university-wide technology committees and provides support of special applications and for special projects for the team and its users
Ability to work with IA and Compliance on server and application vulnerability issues
Both:
Ability to provide application support including enterprise wide and department specific applications
Ability to work in a fast-paced IT environment while prioritizing and reprioritizing issues as they happen
Ability to work independently as well as a member of a team
Embrace the importance of teamwork and willingness to work with team members to prioritize and resolve issues quickly
Ability to identify root causes of technical problems while prioritizing tasks and time
Documents all customer calls into the problem management system for tracking, trending, and problem escalation
Demonstrate strong customer service skills
Strong organizational, presentation and written communication skills
Ability to interact effectively with a wide variety of people, internally and externally
Ability to produce clear communications for diverse audiences using appropriate methods
Ability to work flexible hours to meet customer support needs
Understands the fundamentals of the OS (Windows, macOS, iOS, Android)
Ability to troubleshoot network connectivity issues and knowledge of communication closet protocols
Stay current in technology and continuous support improvements
Maintain current knowledge of applications used enterprise wide
Work Schedule
This is a day shift in-person position, working Monday-Friday. Availability may range from 6:30am-5:00pm. Position will require occasional after hours and weekend work for projects. Position will also require participation in 24x7 on call rotation. The candidate will report to the MAISE IT Support Manager located at the Michigan Medical Academic Medical Center.
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) .
Underfill Statement
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Additional Information
Physical Requirements
While performing the duties of this position, employees may:
Remain in a stationary position for prolonged periods of time
Move regularly and traverse great distances while traveling to and from our customer locations.
Work around obstacles and confined spaces while troubleshooting and installing IT equipment.
Staff will occasionally ascend and descend stairs and ladders.
Must be able to travel or transfer equipment to and from different buildings throughout the campus and off-site locations weighing up to 50 pounds with or without accommodations.
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/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
Job Detail
Job Opening ID
253612
Working Title
Desktop Support Specialist Sr/Desktop Support Specialist Inter (Underfill)
Job Title
Desktop Support Specialist Sr
Work Location
Ann Arbor Campus
Ann Arbor, MI
Modes of Work
Onsite
Full/Part Time
Full-Time
Regular/Temporary
Regular
FLSA Status
Nonexempt
Organizational Group
Medical School
Department
MM Anesthesiology Department
Posting Begin/End Date
8/23/2024 - 9/13/2024
Career Interest
Information Technology
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