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WALK-IN HELP DESK ANALYST

Job no: 240808-FTF
Work type: Onsite, Staff-Full Time
Department: DOIT/USER SVCS/HD LEVEL ONE
Location: Madison
Categories: Information Systems/Technology



Position Summary:

Division of Information Technology (DoIT) provides a wide variety of technology services to the University of Wisconsin-Madison. It also provides limited service to UW system and other State entities. DoIT's mission is to lead the development and delivery of information technology services that help students, faculty, and staff work effectively as a community. Services span desktop server-mainframe computing, networks, telecommunications, Internet connectivity, administrative and academic systems, instructional technology, plus many support services.

This team provides support to the members of the UW-Madison campus community as well as members of related institutions. This role is designed to deliver high-quality technology solutions with a focus on customer service. We offer training in technical expertise, customer service excellence, and other business skills like time management.

We are responsible for first and second level troubleshooting determination, resolution, and as-needed escalation for the various products and services that are used to support the business and academic mission of campus. The support scope includes
advanced software repair and facilitation of hardware repairs.

Additionally, the position offers long and short-term project work both within the Help Desk and throughout the larger division to promote professional development, and organizational effectiveness. Currently, we have team members run small teams of students, work on strategic projects, and represent the Help Desk within different teams at DoIT - this allows further growth in a variety of skills including in a specific technology. Strong candidates will have a drive to continually improve, learn more, and sharpen their skills while working in a team environment.

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:
-Demonstrated exceptional performance in a customer service environment.
-Knowledge and practice of interpersonal skills needed to work in a team oriented, collaborative work environment to address potentially difficult situations and customers.
-Ability to individually represent the Help Desk in work and through meetings and interactions with other DoIT Teams.
-Demonstrated commitment to diversity, respect and ethical practices in alignment with DoIT's Mission and Foundational Principles.
-Knowledge of both Windows and Macintosh Operating System including a variety of common software applications such as word processing, database, graphics, multimedia, and antivirus/antimalware applications or the ability and desire to learn quickly.
-Experience with advanced software troubleshooting and break-fix work on desktop and notebook computers.

Preferred:
-Excellent written and verbal communications
-Knowledge of 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.
-Knowledge of business systems such as Calendar, E-Reimbursement, Voice and VoiceMail services, Departmental Desktop Troubleshooting.
-Ability to troubleshoot and resolve computer issues in a variety of mediums including phone, chat, email, and through remote support (using tools such as Bomgar).
-Knowledge of general analytical and troubleshooting procedures needed to help users including an understanding of the use of help desk call tracking and management applications. Apple or Dell warranty certified technician status.

Additional Information:

-Must be able to lift and carry materials weighing up to 25 lbs unassisted, to stand, stoop, twist and bend routinely and repeatedly throughout the 8 to 10 hour work shift.

-The physical demands described here are representative of those that must be met 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.

-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.

Department(s):

A065043-INFORMATION TECHNOLOGY/USER SVCS/HD LEVEL ONE

Work Schedule:

Mon-Fri 7:45 AM to 5 PM

This position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Terminal, 12 month appointment.

This position has the possibility to be extended or converted to an ongoing appointment based on need and/or funding

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)
Please use your cover letter to 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)

Employment Class:

University Staff-Fixed Term

Job Number:

240808-FTF

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: Sep 3 2021 Central Daylight Time
Applications Close: Sep 22 2021 11:55 PM Central Daylight Time

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