DESKTOP SUPPORT SPECIALIST

Job no: 236929-US
Work type: Staff-Full Time
Department: DOIT/USER SVCS/DESKTOP
Location: Madison
Categories: Information Systems/Technology, Computer Science



Position Summary:

The DoIT Departmental Support General Desktop Support team serves the administrative, academic, and research technology support needs of students, departments and faculty/staff on the UW Madison campus. Under the general guidance of the Assistant Director of User Services- Departmental Support, this position participates on the Departmental Support General Desktop Support (GDS) team, within the Division of Information Technology (DoIT). Departmental Support technicians perform technology troubleshooting for a wide variety of technology-driven devices, services, and solutions. In a typical year, more than 70 unique departments receive support from DoIT Departmental Support.

As a Desktop Support technician, you will work with a variety of campus customers to assist in the planning, deployment and daily support of endpoints in use around campus. This will involve resolving customer issues, documenting work within an incident management system and deploying new and replacement systems for a diverse customer and product base. These responsibilities also include acting as a technology liaison between departments and the rest of the DoIT. This position requires an individual who has excellent communication and interpersonal skills, and acquired a broad knowledge of general IT concepts, principles, practices, and techniques and whose expertise must span multiple technologies across network, hardware, and software platforms.

Position Duties:

List of Duties

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

Degree and Area of Specialization:

No Degree Required

Minimum Years and Type of Relevant Work Experience:

Required Qualifications
-A minimum of three years relevant experience in Information Technology (five years to be considered for a senior position)
-Ability to prioritize work according to current business needs.
-Knowledge and experience with Windows and/or Mac support
-Exceptional customer service skills.
-Excellent Demonstrated effective oral, written and interpersonal communication skills.
-Applied or trained skills needed to contend with potentially difficult situations with peers and end-users/customers.

Preferred Qualifications
-Technical certifications (CompTIA, Microsoft, Apple, etc)
-Demonstrated experience with audio visual systems supporting collaboration using Zoom, WebEx and MS Teams
-Experience with IT Procurement.
-Experience using ITSM systems such as Cherwell, Microsoft SCSM or others
-Experience with Active Directory administration
-Knowledge of server operating systems.

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.

The candidate selected for this position will initially perform a combination of on-site and remote work subject to an approved telecommuting agreement, which is reviewed and approved annually. In the future, this position will likely perform a combination of onsite and remote work. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a University provided computer.

Must be able to occasionally move and transport materials weighing up to 25 lbs. unassisted; position self in order to install, uninstall and troubleshoot equipment at various heights including occasional ascending and descending of ladders. The physical demands described here are representative of those required by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Department(s):

A067052-INFORMATION TECHNOLOGY/USER SVCS/DESKTOP

Work Schedule:

Generally M-F day shifts however, some work after hours/on call may be required. Schedule determined at time of hire.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $21.23 HOURLY
Depending on Qualifications

Instructions to Applicants:

Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:
Resume (REQUIRED)
Cover letter (REQUIRED)
In your cover letter, please speak to each of the Required Qualifications for this position (listed above in the Minimum Years and Type of Relevant Work Experience section). For each Required Qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

Contact:

Jeff Palkowski
jeff.palkowski@wisc.edu
608-262-1657
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )





Official Title:

IS TECH SRV PROF(13461) or IS TECH SRV SENIOR NON-EXEMPT(13465)

Employment Class:

University Staff-Ongoing

Job Number:

236929-US

The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

The University of Wisconsin-Madison is engaged in a Title and Total Compensation (TTC) Project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change. Job duties and responsibilities will remain the same. For more information please visit: https://hr.wisc.edu/title-and-total-compensation-study/ .

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department .

Applications Open: Jul 8 2021 Central Daylight Time
Applications Close: Jul 22 2021 11:55 PM Central Daylight Time

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