WMU Homer Stryker M.D. School of Medicine

  • IT Level II Customer Support Technician

    Job Locations US-MI-Kalamazoo
    Posted Date 3 weeks ago(7/31/2018 1:18 PM)
    Job ID
    # of Openings
    Information Technology
    Target Salary
  • Overview

    Western Michigan University Homer Stryker M.D. School of Medicine is seeking a Level II Customer Support Technician within our Information Technology Department.  Responsible for provision, configure, and manage hardware and software used to support the Support Desk function. Provide support, technical assistance, and training to end users. Assist network and systems administrators with the installation, configuration, and management of network equipment, servers, and related systems-level software.


    • Provision, install, configure, and maintain client-side hardware and software per documented standards
    • Define hardware and software configuration baselines, and develop and maintain up- to-date desktop and laptop computer configuration images
    • Manage asset inventory and prepare monthly reports for management review
    • Escalate issues to network and system administration staff as necessary
    • Diagnose and resolve hardware, software, and network access-related technical issues
    • Provide timely, effective support, technical assistance, and training to end users
    • Provides second line help desk support and will be in phone queue
    • Provides basic network and server administration
    • Assist in other administrative areas, as assigned by supervisor
    • Availability to work occasional overtime on weekends or evenings to complete time sensitive projects
    • Acquires knowledge for new technology and policy/procedure revisions
    • All other duties as assigned.


    • Minimum of an Associate’s Degree a related field from an accredited college and/or relevant job experience; Bachelor’s Degree preferred
    • Hands-on experience supporting Microsoft Windows, OS X, Linux operating systems
    • Working knowledge of active directory or eDirectory. SQL, MySQL
    • Demonstrated proficiency with the following software: imaging, email, remote access tools, trouble ticket tracking system
    • Strong diagnostic and problem-solving skills
    • CompTIA A+ and Network + certifications a plus
    • Advanced knowledge and proficiency in using personal computer equipment and related software
    • Knowledge and proficiency in grammar and spelling skills
    • Ability to quickly learn software packages as needed
    • Ability to effectively communicate with others verbally and in writing
    • Ability to meet assigned deadlines
    • Ability to interpret, comprehend, and transmit complicated and detailed instructions accurately
    • Demonstrates the ability to recognize priorities in organization of work flow.
    • Able to perform duties independently, with a minimal need for direct supervision.

    About Western Michigan University Homer Stryker M.D. School of Medicine


    As one of the newer US medical schools, WMed is an exciting environment to pursue an academic career. The medical school is a collaboration of Western Michigan University and Kalamazoo's two teaching hospitals, Borgess Health and Bronson Healthcare. The medical school is a private 501(c)(3) nonprofit corporation supported by private gifts, clinical revenues, research activities, tuition, and endowment income. WMed is fully accredited by the Liaison Committee on Medical Education (LCME) and also by the Higher Learning Commission (HLC). The inaugural medical student class graduated in 2018 after completing an innovative, patient-centered four-year curriculum that prepares them to be exceptional clinicians, leaders, educators, advocates, and researchers of tomorrow. There are more than 200 residents and fellows in ten residencies and three fellowships accredited by the Accreditation Council for Graduate Medical Education (ACGME). WMed has Joint Accreditation for interprofessional continuing education, which incorporates accreditation by the Accreditation Council for Continuing Medical Education (ACCME). The School of Medicine Clinics are housed in a modern 60,000 square foot clinical building on the Oakland Drive Campus and are accredited by The Joint Commission with recognition by the National Committee for Quality Assurance (NCQA) as a Patient-Centered Medical Home. The 350,000 square foot educational building on the W.E. Upjohn M.D. Campus located in downtown Kalamazoo underwent a $78 million renovation and expansion project including two laboratory research floors and a state-of-the-art Simulation Center that is accredited by the Society for Simulation in Healthcare. The Innovation Center on the Parkview Campus is a life science, technology, and engineering incubator serving the earliest startups to maturing companies with laboratory, office and conference space, access to core scientific equipment and expertise, and a wide range of support services.


    Kalamazoo is a wonderful and vibrant city, located midway between Chicago and Detroit. It is a short distance from Lake Michigan, and home to two nationally ranked institutions of higher learning, Western Michigan University and Kalamazoo College. Kalamazoo is known for its community focus and emphasis on access to quality education at all levels. The Kalamazoo Promise is a nationally renowned program in which graduates of Kalamazoo Public Schools receive free tuition to attend public and private colleges in Michigan. Kalamazoo and Michigan provide extensive entertainment and recreational activities, including opportunities to enjoy the outdoors, unique restaurants and shops, and a strong culture supporting the arts.


    Western Michigan University Homer Stryker M.D. School of Medicine is an Equal Employment Opportunity/Affirmative Action employer of females, minorities, individuals with disabilities, and protected veterans, and actively strives to increase diversity within its community. We provide a drug- and tobacco-free workplace.


    EEO Minorities/Women/Disabled/Protected Veterans.



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