Help Desk Technician

Job Summary:
Join UW-Madison's DoIT User Services team in its goal of supporting campus technologies that further the teaching, learning, and research mission of the university.

User Services is part of UW-Madison's Division of Information Technology and offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management, and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance productivity, collaboration and communication among the UW-Madison campus community.

The Help Desk Technician position is a part of the User Services Contract Support Team of DoIT which supports IT services to the over 70 departments/administrative units on campus such as HR, Facilities, University Health Services, and many more. The Help Desk Technician can work 100% remote or hybrid while providing a combination of front-line help desk support and computer support. You will work in an environment dedicated to collaboration, equity, diversity and inclusion.
Responsibilities: Provides information technology (IT) support services to end users in support of institutional technology operation. Provides training to end users.

• 30% Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision
• 30% Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
• 5% Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• 10% Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs
• 5% Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services
• 20% Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures

Institutional Statement on Diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion
Education:
Preferred
Associate's Degree
Qualifications:
Required:
-Experience providing customer service in a technology support environment.
-Experience troubleshooting and resolving computer issues in a variety of mediums including phone, chat, email, and through remote support (using remote access tools).
-Professional experience with case management. This includes case documentation, information gathering, asking questions, knowledge management, determining potential solutions and/or escalations.
-Working experience with Windows Operating Systems.

Preferred:
-Experience and awareness working in a higher education environment along with its products and services.
-Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
-Working experience with Macintosh Operating Systems.
Work Schedule:
The employee schedule will be 9:30am(CST) to 6:00pm(CST) weekdays.
Work Type:
Full Time: 100%

This position is eligible for 100% remote work or partial remote work. Remote work requires an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. An RWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee
Appointment Type, Duration:
Ongoing/Renewable
Salary:
Minimum $28.10 Maximum $30.05 HOURLY
Depending on Qualifications
Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.
Additional Information:
Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.
How to Apply:
Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:
Resume
Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.
Contact:
Charissa Weber
charissa.weber@wisc.edu
608-262-0596
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.
Official Title:
User Support Specialist II(IT050)
Department(s):
A06-INFORMATION TECHNOLOGY/USER SVCS/HD LEVEL TWO
Employment Class:
University Staff-Ongoing
Job Number:
304168-CP