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Job Category:
University Staff
Employment Type:
Regular
Job Profile:
IT Help Desk Specialist I
Job Summary:
Join the UW-Madison DoIT Help Desk team in its goal of supporting campus technologies that further the teaching, learning and research mission of the university. The General Help Desk serves the campus community by providing IT support at an onsite location and through phones, chat, and email. We provide support for a number of different enterprise services such as Office 365, Zoom, Canvas, Multi-factor authentication, and much more. In this role you will work directly with other full time employees and our large student team in an environment dedicated to diversity and inclusion.
The 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 servicer-mainframe computing, networks, telecommunications, Internet connectivity, administrative and academic systems, instructional technology, plus additional support services.
This team provides support to 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. The Help Desk is 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 for this position includes front-line troubleshooting and advanced software repair. 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.
The candidate selected for this position will initially be 100% onsite. Following a successful onboarding period of up to 12 months, the candidate may perform a combination of on-site and remote work (60% onsite/40% remote) subject to an approved flexible work arrangement (FWA), which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.
The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.
The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:
- Frequently 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
Key Job Responsibilities:
- Documents inquiries and responses according to established policies and procedures and recommends procedural improvements to unit leadership
- Identifies, troubleshoots, resolves, and/or escalates routine and first level technical problems for various products and services under close supervision
- Receives and responds to inquiries and provides routine technical information through various communication mediums according to established policies and procedures
Department:
Division of Information Technology, User Services, Help Desk
User Services offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW–Madison campus community.
The DoIT Help Desk provides faculty, staff and students complimentary assistance with a wide range of personal devices, software, and DoIT- and campus-provided services such as Microsoft 365, Course Search and Enroll, and the Canvas course management system (among others). Support is available online, by phone, chat, and email seven days a week from 7am to 11pm. In addition to providing consultation and support services, the Help Desk provides IT Service Management system services to the Division of IT, as well as contract customers at UW–Madison and with Universities of Wisconsin.
Compensation:
Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $21/hr - $26/hr, with final salary based on experience and qualifications.
Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at (https://hr.wisc.edu/benefits/).
Required Qualifications:
Demonstrated exceptional performance in a customer service environment.
Experience working with a ticketing system to enter troubleshooting steps and detailed notes while working with customers.
Working knowledge of both Windows and Macintosh Operating Systems and a variety of common software applications such as word processing, database, graphics, multimedia, and antivirus/antimalware applications
Preferred Qualifications:
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.
Experience with computer hardware and software troubleshooting and/or repair.
Experience troubleshooting and resolving computer issues in a variety of mediums including phone, chat, email, and through remote support (using remote access tools).
Education:
H.S. Diploma Preferred Minimum
How to Apply:
Click on the "Apply” button to start the application process.
You will be prompted to upload the following documents:
-Resume
-Letter of Qualifications
Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.
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. University sponsorship is not available for this position.
Contact Information:
DoIT Human Resources, doit-hr@doit.wisc.edu, 608-263-1790
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.
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.
The University of Wisconsin-Madison is an Equal Opportunity Employer.
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, 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 by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.
To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.
Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including 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.