IT Help Desk Specialist III

Salary:

Minimum $45,000 ACADEMIC (9 months)
Depending on Qualifications
The starting salary for the position is $45,000 but is negotiable based on experience and 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.

Job Summary:

WCER is hiring for a help desk position to provide outstanding customer service to our employees (both remote and onsite) who help further education research. You will be a part of a team that serves as the main point of contact for WCER staff and principal investigators and is responsible for finding innovative solutions to a wide variety of technical issues. As part of a fun and innovative team, you will be contributing to the missions of WCER, the School of Education, and UW-Madison. Your contributions will help with efforts to reimagine technology services and functions to raise the standard of support for the center's research projects and service units. Come be a part of an IT team serving customers with a customer-forward approach.

Responsibilities: Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).

• 30% Troubleshoots and resolves escalated complex technical problems for various products and services independently
• 30% Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
• 15% Documents inquiries and responses and recommends procedural improvements to unit leadership
• 10% Develops operational procedures to improve customer satisfaction and promote efficiency
• 10% Trains staff on operational work procedures to ensure adherence to existing policies
• 5% May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

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
Bachelor's Degree

Qualifications:

Required
- One or more years of experience in information technology
- Demonstrated strong verbal and written communication skills

Desired
- End-user support and customer service in a large environment
- Desktop management systems such as Workspace One
- Client hardware and software support for Windows and/or Macs
- Developing standards and documentation
- Creating and maintaining training materials including video
- A/V support
- Hybrid meeting support

Work Type:

Full Time: 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Ongoing/Renewable

Additional Information:

The Wisconsin Center for Education Research (WCER), established in 1964, is one of the first, most productive, and largest university-based education research and development centers in the world. WCER's researchers and staff work to make teaching and learning as effective as possible for all ages and all people.
WCER's mission is to improve educational outcomes for diverse student populations, impact education practice positively and foster collaborations among academic disciplines and practitioners. To this end, our center helps scholars and practitioners develop, submit, conduct, and share grant-funded education research.
At WCER, all employees share five fundamental organization values to guide the purpose and quality of our work and interactions within ourselves and our outside stakeholders. The values that the work and people of WCER strive to uphold are:
- Innovation and Excellence. Continuous improvement is a driver for excellence. We innovate and improve in our work to advance education through leading research and development.
- Equitable Education. Equitable education is essential to a healthy society. We aim to reverse imbalances and injustices in education through our work.
- Affirming and Increasing Diversity. Individual differences and group diversity inspire creative and equitable outcomes. We actively affirm and seek to increase such diversity in our center.
- Healthy Workplace. The well-being of our workplace enhances success for all. We commit to a workplace based on mutual respect and transparency.
- Partnering Across Differences. Diverse backgrounds and expertise improve the quality of our work. We collaborate across disciplines, methodologies, organizations, and communities to strengthen our research and development outcomes.

How to Apply:

Please click on the "" button to start the application process. As part of the application process, you will be required to submit:
- A cover letter addressed to Rick Wilcox describing how your experience and qualifications meet the requirements of this position
- A current resume
- A list with the contact information of at least three professional references

Our center is conscious of inequities in the field of education and how these disproportionately harm the most marginalized members of our society- including BIPOC (Black, Indigenous, and other People of Color) individuals, people from poor and working-class backgrounds, people with disabilities, women, and LGBTQ people. We firmly believe that these communities must be centered in the work we do. Hence, we strongly encourage applications from people with these identities or members of other marginalized groups.

Contact:

Laura Hankes
lbhankes@wisc.edu
608-890-4461
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

IT Help Desk Specialist III(IT047)

Department(s):

A17-SCHOOL OF EDUCATION/WCER

Employment Class:

Academic Staff-Renewable

Job Number:

279394-AS

The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. 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 .