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WCER USER SUPPORT SPECIALIST

Employer
University of Wisconsin-Madison
Location
Wisconsin, United States
Salary
Salary Not Specified
Date posted
Oct 19, 2021
Job no: 243176-AS
Work type: Onsite, Staff-Full Time
Department: EDUC/WCER
Location: Madison
Categories: IT User Support



Job Summary:

The User Support Specialist position located in the Wisconsin Center for Education Research will bring MS Windows and Apple Macintosh support expertise to development programs and research teams. Participation in the maintenance and development of support systems and methodologies is also required. This position serves a customer base of approximately 350 faculty, academic and classified staff. Support is provided for a large set of products that include desktop hardware (Macintosh, Windows, Linux), Microsoft and CentOS Servers, software (productivity, document processing, statistics, database, network, connectivity, internet, operating systems, special instructional, and graphical), and campus networks.

This client base makes upwards of 7,500 requests for service and support annually. The customer base for the Help Desk segments into two distinct groups who have unique needs. Faculty and Academic Staff are overwhelmingly the largest groups who use the Help Desk services. Some 80% of customer requests relate to the research and academic needs of the Center. The remaining 20% of requests come from staff that is performing administrative functions on the campus and need assistance with network access and campus-wide information systems as well as desktop application support.

The Help Desk operates from 7:30 am to 5 pm five days per week and "best effort" outside of these standard hours. It is comprised of three permanent staff and three part time student staff. The annualized budget of the Tech Services Department is approximately $2 million per year.

About the Job:

User Support Specialist III (IT051)

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
Technology or related field.

Qualifications:

Required Experience:
* High level of proficiency supporting Windows and Mac based computers in an education research environment.
* Knowledge of software applications used in an education research environment including SAS, SPSS, R, STATA, and qualitative analysis tools.
* Ability to interface with faculty, researchers, administrative staff as well as technical personnel.
* High level of proficiency with network protocols, security protocols, active directory, and help desk ticketing systems.
* Experience with secure web-based collaboration systems and a multitude of mobile technologies.
* Problem solver who is accomplished in multi-platform environments.
* Strong customer relation skills and excellent interpersonal skills.
* Experience providing computer and application support to remote clients.

Preferred:
* Familiarity with large application development and maintenance.
* Knowledge of open source technologies such as Linux, Drupal, and PHP.
* Knowledge and use of Windows and Mac OSX.
* Experience providing windows and Mac support in an academic research environment.
* Familiarity with web conferencing software such as Zoom, MS Teams, and WebEx.

Additional Information:

The Wisconsin Center for Education Research (WCER), established in 1964, is one of the first and largest university-based education research and development centers globally. WCER's researchers and staff work to make teaching and learning as effective as possible for all ages and all people.

WCER at the University of Wisconsin-Madison's highly ranked public School of Education, is one of the world's first and most productive education research centers. Our center has helped scholars and practitioners develop, submit, conduct, and share grant-funded education research for more than 50 years.

WCER is an incubator for advances in education policy and practice. It provides services and resources for UW-Madison researchers, graduate students, collaborators, educators, funders, and communities locally and worldwide.

Our Mission:

WCER's mission is to improve educational outcomes for diverse student populations, impact education practice positively and foster collaborations among academic disciplines and practitioners.

Our Values:

At WCER, all employees share five fundamental organizational values. We take pride in these values guiding 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.

WCER's Commitment to Diversity, Equity & Inclusion:

Diversity is a source of strength, creativity, and innovation for UW-Madison and The Wisconsin Center for Education Research (WCER). Individual differences and group diversity inspire creative and equitable outcomes. WCER actively affirms values and seeks to increase diversity in our everyday interactions, practices, and policies.

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.

For more information and news about our center, please go to https://wcer.wisc.edu/

Department(s):

A177500-SCHOOL OF EDUCATION/WCER

Work Type:

Full Time: 100%

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

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $55,000 ANNUAL (12 months)
Depending on Qualifications

Instructions to Applicants:

Please click on the "" button to start the application process. As part of the application process, you will be required to upload a cover letter addressed to Rick Gross, a current resume, and a list with the contact information of at least three professional references.

Contact:

Franchesca Beswick
franchesca.beswick@wisc.edu
608-263-4221
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:

User Support Specialist III(IT051)

Employment Class:

Academic Staff-Renewable

Job Number:

243176-AS

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: Oct 19 2021 Central Daylight Time
Applications Close: Nov 2 2021 11:55 PM Central Daylight Time

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