Technical Support Specialist

Job Summary:

This position helps provide multi-faceted IT support to faculty, staff, and graduate students, while also overseeing a small team of student technicians who assist in that service. The person in this position will be assigned to a departmental support unit and will work collaboratively with other members of the Information Technology Services (ITS) unit of the College of Letters & Science (L&S). They will also play a role in helping shape our services and spaces to meet the ever-evolving needs of our instructors and students. The Technical Support Consultant will report to the supervisor of their assigned unit.

On a day-to-day basis, the Technical Support Specialist will primarily work with other members of their team to handle IT support requests. The work will be hands-on, technical, consultative, or all of the above. Additionally, this person will provide primary oversight of a small team of student hourly employees, contribute to hiring, scheduling, training, and supervising that team. The Technical Support Specialist will work with their supervisor to continually improve support infrastructure, IT security, and endpoint management processes.

The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research in the College. Our multifaceted teams collaborate closely with faculty, staff, and graduate students. 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 L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, research, and outreach 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 service and support to the faculty, staff, and students who use L&S services and facilities.

Responsibilities:

Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and provides training to end users.

• 40% Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
• 10% Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
• 10% Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
• 10% Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
• 10% Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
• 10% May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
• 10% Exercises supervisory authority including hiring, managing conduct and performance, and approving hours worked for student employees

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 Qualifications:
-At least 2 years providing IT and/or AV support.
-Excellent interpersonal and written communication skills.
-At least 1 year providing customer service.
-Strong attention to detail and the ability to independently plan, establish priorities, and
manage information in a deadline-driven work environment

Preferred Qualifications:
-At least 1 year experience training or supervising employees.
-Experience working in a higher education environment.

Work Type:

Full Time: 100%

This position requires work to be performed in-person, onsite, at a designated campus work location. Some work may be performed remotely, at an offsite, non-campus work location with supervisor approval.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $57,000 ANNUAL (12 months)
Depending on Qualifications
The typical starting salary for this position is $57,000 to $80,000 depending on qualifications and experience. Employees in this position can expect to receive benefits such as generous vacation, holiday and paid time off; competitive insurance and saving accounts; and retirement benefits.

Additional Information:

-A 12-month evaluation period may be required
-Ability to occasionally lift 25 pounds
-IT support will periodically need to be performed at the customer's office on campus at UW-Madison.
-The successful applicant will be responsible for ensuring eligibility for employment in the United States by the start of the appointment. University sponsorship is not available for this position.

How to Apply:

We are eager to learn more about how your experience and passion may align with this position. You will be asked to upload a cover letter and resume as part of the application process. Your cover letter should address how your skills, knowledge, and abilities are transferable to this role. Additional materials submitted other than your cover letter and resume will not be considered.

Click on the "Apply Online" button to start the application process. You will be prompted to upload the following documents/Application Materials:

Resume (required) - Detail your educational and professional background

Cover letter (required) - Refer to your related work experience

It's important that your cover letter and resume reflect your experience for this position related to the Qualifications section. Your application materials will be used during our evaluation to determine your qualifications as they relate to the job. The most qualified applicants will be invited to participate in the next step of the selection process.

Selected applicants will be invited to participate in virtual interviews to be held approximately 7-10 days after the posting period closes. Once final applicants are identified, they will be asked to provide names and contact information for at least three professional references.

For questions on this position, contact Maria Antezana Ardaya, email maria.antezana@wisc.edu. 

Contact:

Maria Antezana Ardaya
maria.antezanaardaya@wisc.edu
608-265-2778
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

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Official Title:

User Support Specialist III(IT051)

Department(s):

A48-COL OF LETTERS & SCIENCE/ADMINISTRATION/ADMIN

Employment Class:

Academic Staff-Renewable

Job Number:

315313-AS

 

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, click here

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 Division 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 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.