Service Desk Apprenticeship Program
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.
The Health Information Technology & Services (HITS) department within Michigan Medicine is looking for students, recent grads, or other qualified entry-level job-seekers to serve as a 1-year apprentice (minimum) at the Service Desk. This structured on-the-job educational experience will help interested candidates grow into a career in IT, either within Michigan Medicine or beyond. For this apprenticeship, HITS has partnered with Washtenaw Community College (WCC), so apprentices will receive formal technical training in addition to on-the-job learning.
Upon completion of this program, apprentices will emerge with a deep knowledge of the Information Technology architecture of a leading Academic Medical Center, as well as a Computer Technology certificate from WCC.
Candidates will serve as frontline support for the technology needs of the Michigan Medicine community. This includes phone support, online requests, and some at-the-elbow customer service. Candidates will be expected to perform information gathering, troubleshooting, and documentation, hopefully ending in successful incident resolution. Candidates will also participate in value-added workgroups and non-customer service tasks to improve IT support, such as maintaining the knowledgebase, attending team meetings, and working with other service delivery teams. Candidates may also be asked to perform other duties as assigned.
Candidates will also be required to successfully complete technical training at WCC.
- Successful candidates should be familiar with, or demonstrate the capacity to learn, the following technologies:
- Windows and Mac OS desktops and laptops
- iOS and Android smartphones and tablets
- Enterprise productivity software, such as Microsoft Office and Google Tools
- Network connectivity via wired, wireless, and VPN
- Shared storage (file shares, NAS, and cloud storage)
- Security measures such as two-factor authentication and mobile device management
- Basic application troubleshooting
- Candidates will utilize their skills in effective communications, problem solving, and teamwork, all while practicing customer service excellence. Candidates will be required to maintain confidentiality as is mandated by applicable state and federal laws, such as HIPAA and FERPA. New hires will be given performance expectations at the start of their engagement and will be expected to meet or exceed them.
Candidates must be able to tolerate “desk work” for long periods of time, including sitting at a computer, keyboarding, and phone operation. Candidates may also serve a rotation or be placed at a walk-up service center, supporting customers in-person. Candidates must have reliable transportation to the primary job sites, located on UM’s North Campus. Candidates may be asked to report to other UM locations as needed for at-the-elbow support.
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.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.