USER SUPPORT SPECIALIST

Salary:

Minimum $26.00 HOURLY
Depending on Qualifications
The employee in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

Job Summary:

The Wisconsin School of Business (WSB) Information Technology Solutions (ITS) team is seeking an IT User Support Specialist that is a self-starter and passionate about providing Information Technology (IT) and Audio-Visual (AV) support. The ITS service desk team is a well-established group that is continuously refining our processes, implementing new tools to improve the user experience and staying on top of new IT trends.

This team's primary responsibilities are configuring, deploying, and troubleshooting computer (Windows and MacOS) and audio-visual hardware, printers, monitors, and other IT related equipment in a managed environment. Additionally, the team provides training to end users in the proper use of IT and AV. This team is responsible for creating and maintaining internal and external documentation. This position will report to the WSB ITS Service Desk Manager.

In this position you will get to:
- Develop and grow your skills supporting computers and AV equipment
- Partner with our users to troubleshoot issues in person and remotely
- Create documentation to grow our external self-help knowledge base
- Assist with developing our tier 1 student IT support technicians

We are looking for people who:
- Find creative problem-solving to be fulfilling and challenging
- Have strong organizational and prioritization skills with attention to details
- Are eager to learn and excited about developing and documenting processes
- Communicate easily and are able to maintain composure while reducing user stress
- Enjoy working with users and are comfortable explaining solutions in non-technical terms

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
• 10% Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• 15% Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs
• 10% 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
• 5% Assist with developing and maintaining hardware inventory and replacement schedules for WSB owned IT and AV equipment

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:
- At least one year of experience troubleshooting IT software and hardware on Windows and MacOS operating systems in a networked environment
- Ability to troubleshoot and resolve computer issues in person and over a variety of mediums including phone, chat, email, and through remote support (using tools such as BeyondTrust)

Preferred:
- Experience with Office365, Google Workspace Suite, Box, Zoom
- Experience supporting professional AV installations, printers, monitors, and VOIP phone systems
- Familiarity with Active Directory, networking, and security practices
- Experience utilizing help desk ticket systems
- Experience writing documentation

Work Schedule:

8:30am- 5:00pm

Work Type:

Full Time: 100%

This position may require some work to be performed in-person, onsite, at a designated campus work location. Some work may be performed remotely, at an offsite, non-campus work location.

Appointment Type, Duration:

Ongoing/Renewable


Additional Information:

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

Diversity and inclusion are primary values for the Wisconsin School of Business and are integral to achieving our strategic goals. We seek candidates with an awareness of and commitment to the principles of diversity and inclusion across all spectrums. Our school is committed to continuously increasing the cultural competence of its staff and faculty members through school-wide forums and professional development opportunities.

How to Apply:

Please complete the online application and attach a cover letter addressing your qualifications and experiences specifically relating to the responsibilities of this position as described along with a comprehensive resume.

Our search committee will review all application materials after the posted deadline. We will notify selected applicants to participate further in the selection process directly. We will notify all applicants once the search is completed and we have selected a top candidate. As applicants move on to next steps in the process, they will be asked to provide names and contact information (e-mail address, phone number, and mailing address) of at least three references.

Contact:

Dan Bonazza
dan.bonazza@wisc.edu
608-263-1189
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

User Support Specialist II(IT050)

Department(s):

A121400-WISCONSIN SCH OF BUSINESS/INFO TECH SOLUTIONS

Employment Class:

University Staff-Ongoing

Job Number:

271517-CP



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/

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: Dec 5 2022 Central Standard Time
Applications Close: Dec 19 2022 11:55 PM Central Standard Time