Job Description

Job 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.

Position Summary:

You will assist in providing production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, Michigan Recreation, University 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, and audio-visual equipment in conference 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.

Responsibilities*
Production Support (70%)

Technical Support & Operations: Deliver second and third-tier technical assistance, ensuring service restoration and system availability, including after-hours and weekend on-call rotations.
Multi-Platform Services: Provide IT and audiovisual services across diverse platforms, manage integration projects, and stay updated on bundled services.
Collaborative Development: Work with team members and stakeholders to enhance system capabilities and service processes.
Service & Incident Excellence: Ensure high-quality service through prompt incident resolution and maintain thorough documentation.
Project Planning and Implementation (20%)

Technical Analysis & Problem Solving: Gather data and apply creative problem-solving techniques using standard processes and technologies.
System Enhancement: Collaborate with stakeholders to assess system capabilities and drive improvements via gap analysis.
Communication & Partnership: Foster strategic relationships and deliver excellent service through effective communication and collaboration.
Professional Development (10%)

Technology Leadership: Stay updated on emerging technologies and IT policies, fostering a culture of continuous learning.
Training: Conduct training to educate team members and student staff in areas of IT and audiovisual systems.
Student Support: Provide support and supervision for SLTS students within the organization.
Required Qualifications*
Bachelor's degree or equivalent years of education and experience (computer-related certifications).
Minimum of 3 years of related experience in desktop support, troubleshooting, or administering Windows and/or Mac-based systems and layered software.
Minimum of 2 years of related experience troubleshooting network connectivity, printing issues, A/V issues, digital signage, and/or related technologies.
Extensive knowledge of information technology products and services.
Demonstrated ability to identify and resolve computing vs. A/V issues.
Experience integrating computing components in small- and medium-scale presentation and auditorium environments.
Desired Qualifications*
A valid US Driver's License.
Experience supervising student staff.
Experience with process improvement and writing technical documents.
Experience with the U-M information technology environment, including MiWorkspace.
Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Mac operating systems.
Programming experience in computer languages, Crestron systems, or scripting.
Familiarity with desktop storage and/or backup technologies.