Technical Support Consultant

Employer
University of Wisconsin La Crosse
Location
Wisconsin, United States
Salary
Salary Not Specified
Posted Date
Oct 21, 2022


Posting Details

Position Information

Recruitment Number

1277

Number of Vacancies

1

Working Title

Technical Support Consultant

Classification Title

User Support Specialist III

Proposed Salary to be Offered

Commensurate with experience, beginning at $49,000

Appointment Percentage (Budget)

100

Position Summary

This position will work under the general supervision of the Director of Client Services and work within the established goals and priorities consistent with the goals of Information Technology Services ( ITS ). This position provides endpoint support for faculty and staff for hardware, software and operating systems including troubleshooting and problem resolution. The position works on special projects and assignments related to desktop hardware and software, writes and updates documentation for end-users, and conducts consultation and small group training on support topics as needed. The successful employee would understand the business processes to provide the best consultation possible.

This position will collectively provide a single point of contact for end users to receive support and maintenance within the UWL ITS environment. Responsibilities include consulting, installing, diagnosing, repairing, maintaining, and upgrading all IT-related hardware and equipment to ensure optimal technology performance. As part of the UWL ITS Client Services Helpdesk this person will provide technical assistance and support for incoming ITS questions and issues related to systems and software, respond to questions and issues in person, over the phone, or via email, and work with IT team members to provide sufficient information to diagnose and resolve issues. This position assists with the on-boarding of new users, including setup and deployment of hardware and software, quickly address user issues, and follow up to ensure issue resolution. The person in this position will document internal procedures, provide users guidance and access to internal administrative tools. Asset management related to IT equipment, software, and software licenses are important to this job. The successful employee will ensure prompt support and escalation for a wide range of hardware, software, networks, servers, and peripheral issues. The position will provide accurate, timely, and professional resolution on all reported issues, and configuration of mobile devices. The employee should troubleshoot OS, cellular and WI-FI connectivity, and Bluetooth devices, and perform other job duties as assigned with a high degree of flexibility, professionalism, and exemplary customer service.

Position Type

Staff/Administrative

Pay Basis

Annual (A-Basis)

FLSA

Exempt

Contingent Upon Funding

No

Is this position eligible for employment sponsorship, (H1B or PERM)?

No

Required Qualifications
  • Associate or Bachelor’s degree in information technology, information systems, computer science, educational/academic technology, training & development or related fields and/or equivalent experience
  • At least two years of related work experience.
  • Experience in providing technical and problem solving support in a desktop, mobile, and remote environment.
  • Expertise with Google Apps and Windows Office Suite.
  • Experience in providing support for e-mail, anti-virus and spyware removal.
Preferred Qualifications
  • Three years professional experience in working in a Client Services or IT Help Desk Environment
  • Experience in working in a higher education environment.
  • Experience in evaluating and recommending software application tools.
  • Experience in directing student workers to assist with Help Desk tasks.
  • Experience in working in an enterprise VoIP environment and providing support with an associated software tools.
  • Experience utilizing ITSM .
  • Knowledge and experience in working with rich media and/or web 2.0 technologies.
  • Proven track record of excellent communications and the ability to work collaboratively in a team environment.
  • Ability to translate complex technical information into usable, easy-to-follow instructions either in written or oral forms.
  • Ability to diagnosis complex hardware and software problems in desktop and mobile environments.
  • Aptitude for working with diverse faculty and staff in addressing both future and immediate needs.
  • Ability to communicate clearly and effectively with co-workers, staff, faculty, students, other stakeholders both aurally and in written modes.
  • Ability to work independently and demonstrate creative problem-solving and troubleshooting skills while addressing the variety of technology problems crucial to the position.
  • Ability to work under time constraints, demonstrates flexibility, and can meet deadlines.
Physical Demands

Reasonable Accommodations
UWL provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact hrinfo@uwlax.edu or 608.785.8013. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

All position descriptions are required to provide physical demands and working conditions/environment and may not be published in the job announcement. For information on the physical demands and/or working conditions/environment for this position, please contact Human Resources at hrinfo@uwlax.edu or 608.785.8013.

Working conditions and environment
  • Ability to travel to unit approved meetings. Potential to work additional hours beginning of and end of academic year to meet academic deadlines or in critical or emergency situations.
Miscellaneous Information

INFORMATION ABOUT YOUR POTENTIAL BENEFITS
You may potentially be eligible for benefits that could add an additional 40%+ to the overall financial package from the university.
Highlights include:
  • excellent flexible health insurance with low co-pays and good coverage.
  • paid holidays and sick days.
  • sick leave may be converted at retirement to pay for health insurance post-work at UWL .
  • after 5 years of employment, you become vested in our retirement system which ensures income post-career.
  • benefits at UWL are highly competitive with local industry and some of the strongest in state and nation.
Learn more at: https://www.uwlax.edu/globalassets/offices-services/human-resources/benefits-info/2022-quick-guide-faasli.pdf

Benefit eligibility is determined at point of hire. This information is provided for illustrative purposes only. Benefits are also pro-rated based on the appointment percentage.

Information about UWL and the Surrounding Region
The University of Wisconsin-La Crosse (UW–La Crosse) provides a challenging, dynamic, and diverse learning environment in which the entire university community is fully engaged in supporting student success. Grounded in the liberal arts, UW-La Crosse fosters curiosity and life-long learning through collaboration, innovation, and the discovery and dissemination of new knowledge. Acknowledging and respecting the contributions of all, UW-La Crosse is a regional academic and cultural center that prepares students to take their place in a constantly changing world community.

For more than a decade UW-La Crosse has been named one of Kiplinger’s 100 Best Values in Public Universities and has appeared prominently on theU.S. News & World Reportlist of “America’s Best Colleges” for more than 15 years, and is ranked #4 on its list of the Best Regional Public Universities in the Midwest.

With a student population of roughly 10,500, the university offers 91 undergraduate programs, 21 graduate programs, and 2 doctoral programs through the following three colleges, the College of Arts, Social Sciences, and Humanities, the College of Business Administration, and the College of Science and Health, as well as the School of Education. There are over 600 full-time faculty and instructional academic staff, 75 percent of whom hold terminal degrees. UW-La Crosse boasts a retention rate (freshmen returning as sophomores) of 84 percent, graduation rate (degree within six years) of 70 percent, and is among only 12 institutions cited nationally by the American Association of State Colleges and Universities for its success in linking campus culture and university leadership to outstanding graduation rates.

UW-La Crosse’s strategic plan Sustaining Excellence continues to move our community forward through its four pillars: increasing community engagement, achieving excellence through equity and diversity, investing in our people, and advancing transformational education. More information about the ongoing work of Sustaining Excellence is available at www.uwlax.edu/info/strategic-plan .
The UW-La Crosse campus is in southwestern Wisconsin, nestled in a residential area of the City of La Crosse and positioned as part of a larger metro area with a population close to 140,000. The area, known as the 7 Rivers Region, is famous for its exceptional natural beauty which includes the Mississippi River on one side, majestic bluffs on the other, and views of rolling farmland and forested valleys in between. Abundant water, woodlands and varying terrain provide ample opportunities for year-round outdoor recreation. Only a couple of hours from Minneapolis or Madison, La Crosse enjoys the affordability and charm of small town living with larger city benefits. Three colleges, two world-class medical institutions, the La Crosse Symphony Orchestra, a restored nineteenth century downtown business district, and a number of galleries and art centers have made La Crosse a regional center for culture, entertainment, medical care, shopping, sports and recreation. More information about the La Crosse metro area can be found here: Choose La Crosse .

Learn more about UW-La Crosse here: https://www.uwlax.edu/human-resources/services/talent-acquisition-and-employment/finalist-welcome/

AA/EO Statement
The University of Wisconsin-La Crosse is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. We strongly encourage women, minorities, people with disabilities and veterans to apply. UWL, in compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.

DEI Statement
UW-La Crosse’s diversity and inclusion efforts are guided by our adherence to Inclusive Excellence. We define Inclusive Excellence as “… our active, intentional and ongoing commitment to bridge differences with understanding and respect so all can thrive." The goals of Inclusive Excellence are to increase the retention of diverse faculty, staff and students while encouraging a campus climate that is inviting and welcoming to all. UW-La Crosse strives to promote acceptance of all facets of diversity from racial/ethnic diversity to diversity of thought and experience. UW-La Crosse ranks 6th nationally among the Top LGBTQ -Friendly Colleges for 2018-19 by AffordableCollegesOnline.org ( ACO ).

Annual Security and Fire Safety Report (Clery Act)
For the UWL Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see https://www.uwlax.edu/police/annual-security-report/ or contact the University Police Department at 608.785.9000.

Redbook Position

Yes

Division/College

Administration and Finance Division

Description of College / Department / Program / Division / Unit

The Division of Administration and Finance is committed to providing quality campus services to faculty, staff, students, and external constituencies in support of the university’s mission of teaching, research, and public service. The division includes Facilities Planning & Management, Budget, Human Resources, Information Technology Services, and Police & Parking Services.

Posting Detail Information

Posting Detail Information

Posting Date

10/21/2022

Continuous Recruitment

Yes

Continuous Recruitment First Review Date

11/28/2022

Close Date

Special Instructions

Application deadlines
TO ENSURE CONSIDERATION : Priority consideration is given to those candidates who apply by the listed ‘First Review Date’. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated, and the most qualified applicants will be invited to participate in the next step of the selection process. Incomplete and/or late application materials may not receive consideration. If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact the Office of Human Resources.

Confidentiality of Applicant Materials
UWL is a state agency and subject to Wisconsin’s Open Records Law. UWL will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin’s Open Records law. In certain circumstances, the identities of “final candidates” and/or the identity of the appointed applicant must be revealed upon request.

CBC & Reference Check Policy
All candidates for employment are subject to a pre-employment screening which includes a criminal background check, work authorization, and verification of education. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

Position Contact Name

David Kim, Chief Information Officer

Position Contact Email

hrinfo@uwlax.edu
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identities of finalists must be revealed upon request. See Wis. Stat. §. 19.36(7).
    • I wish for my name to remain confidential until the university is no longer able to do so.
    • I waive my right to keep my name confidential through the application process.
  2. * Are you currently employed by or have you been employed by a UW System institution or a State of Wisconsin agency during the last seven (7) years? Please answer yes or no. If yes, provide the institution or agency name, your supervisor and contact information, including phone number and email address.
    • Yes
    • No
  3. * After you retire from a Wisconsin Retirement System (WRS) employer, you may return to work with a WRS employer as a rehired annuitant, provided certain requirements are met. There are no restrictions on what type of position a rehired annuitant can hold. Under the WRS, there is no limit to how much you may earn as a rehired annuitant. (Learn more: https://www.wisconsin.edu/ohrwd/benefits/life-events/empcha/ra/). Are you currently collecting an annuity from the Wisconsin Retirement System, (WRS)?
    • Yes
    • No
  4. * Are you an alum of the University of Wisconsin-La Crosse?
    • Yes
    • No
  5. * Are you legally eligible to work in the United States?
    • Yes
    • No
  6. * Will you now or in the future require visa sponsorship for employment at the University of Wisconsin-La Crosse? (UW-L and UW System institutions pay for some or all of the sponsorship costs. Some candidates may require an H1B or another form of employment sponsorship to work in the US. This question is asked so that if you are the successful candidate, Human Resources can work with your work unit to begin the process of obtaining this visa).
    • Yes, I will require sponsorship prior to employment.
    • Yes, I will require sponsorship for continued employment if hired.
    • No, I do not require sponsorship and am eligible to work in the US.
  7. * Were you ever found to have engaged in any sexual violence or sexual harassment in a previous work assignment? (Required under UW System Administrative Policy 1275)
    • Yes
    • No
  8. * Are you currently under investigation or have ever left employment during an active investigation in which you were accused of sexual violence or sexual harassment? (Required under UW System Administrative Policy 1275)
    • Yes
    • No
  9. * Please provide your most recent employer, supervisor name and contact information, including phone number and email address. (Pursuant to UW System Administrative Policy 1275, UW System requires reference checks related to sexual harassment and sexual violence to be conducted at a minimum with a final candidate’s most recent employer and with all previous UW System institution and State of Wisconsin agency employers from the past seven years. UW-L will notify you prior to contacting your supervisor).

    (Open Ended Question)

  10. * How did you hear about this employment opportunity?
    • Chronicle of Higher Education Web Site
    • Discipline-Specific Publication/Web Site
    • HERC Web Site
    • HigherEdJobs.com Web Site
    • Job Center of Wisconsin Web Site
    • Minority Publication/Web Site
    • University of Wisconsin - La Crosse Social Media (i.e. Facebook, LinkedIn, Twitter)
    • University of Wisconsin - La Crosse Web Site
    • La Crosse Tribune
    • Personal Referral
    • LinkedIn
    • Indeed
    • WinonaDailyNews.com, LaCrosseTribune.com, ChippewaHerald.com, Journaltimes.com, Kenoshanews.com, Madison.com
    • Department of Workforce Development (WISC)
    • Other
Required Documents
Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter/Letter of Application
  3. Reference Contact Information
Optional Documents

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert

Similar jobs