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Job Category:
Academic Staff
Employment Type:
Regular
Job Profile:
User Support Specialist III
Job Summary:
This position provides multi-faceted IT support to faculty, staff, and graduate students in the College of Letters & Science (L&S) at UW-Madison. The person in this position will work collaboratively with other members of the departmental support team in the Information Technology Services (ITS) unit and will report to the IT Manager of the Department Support Team.
On a day-to-day basis, this person will primarily work on IT support tickets and related customer inquiries, independently resolving issues and requests through established service management workflows, and ensuring timely, accurate, and customer-focused solutions across a broad range of IT support scenarios. The work will be hands-on, technical, and consultative. Additionally, this person will contribute to key IT projects, including system upgrades, hardware deployments, and process improvements.
The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of departments in L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University.
The successful candidate will have excellent organizational and problem-solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional customer service and support to the faculty, staff, and students who use L&S ITS services and facilities.
The candidates will need to occasionally lift 25 pounds. IT support will periodically need to be performed at the customer’s office on campus at UW-Madison.
Key Job Responsibilities:
- Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
- Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
- Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
- Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
- Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
- May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
Department:
College of Letters & Science, Information Technology Services
Compensation:
The expected salary range for this position is $57,795 to $82,647 depending on qualifications and experience. Actual pay within this range will depend on experience and qualifications. Only those with extensive relevant experience will be placed around the high end of that range.
Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Please review the summary of benefits for more information.
Required Qualifications:
Minimum 2 years demonstrated experience providing information technology support to end users in a professional setting
Excellent oral, written, and interpersonal communication skills
Minimum 1 year providing customer service
Preferred Qualifications:
Education:
Associate’s Degree or higher preferred
How to Apply:
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To apply for this position, select either “I am a current employee” or “I am not a current employee” under Apply Now. You will then be prompted to upload your application materials.
Important: The application has only one attachment field. Upload the following documents in that field, either as a single combined file or as multiple files in the same upload area. All listed application materials must be submitted for your application to be considered. Please submit only the materials specified; additional materials will not be reviewed.
To be considered for this recruitment, you must upload:
-Resume
-Cover Letter
The materials should address your experience relating to the qualifications referenced above. Specifically, applicants should describe why they are interested in this position and how their previous experience makes them qualified.
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.
Contact Information:
Maria Antezana, maria.antezana@wisc.edu
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).
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