Help Desk Technician

Salary:Minimum $28.10 Maximum $30.05 HOURLYDepending on QualificationsEmployees in this position can expect to receive benefits such asgenerous vacation, holidays, and paid time off; competitiveinsurances and savings accounts; retirement benefits.Job Summary:Join UW-Madison's DoIT User Services team in its goal of supportingcampus technologies that further the teaching, learning, andresearch mission of the university.User Services is part of UW-Madison's Division of InformationTechnology and offers client-centered services to support theacademic, administrative, and research needs of the campuscommunity. We provide a wide range of consultation and user supportservices for campus clients through our Help Desk, InfoLabs,Product Management, and Departmental Support services. We alsoprovide and support enterprise Software as a Service (SaaS)applications to enable and enhance productivity, collaboration andcommunication among the UW-Madison campus community.The Help Desk Technician position is a part of the User ServicesContract Support Team of DoIT which supports IT services to theover 70 departments/administrative units on campus such as HR,Facilities, University Health Services, and many more. The HelpDesk Technician can work 100% remote or hybrid while providing acombination of front-line help desk support and computer support.You will work in an environment dedicated to collaboration, equity,diversity and inclusion.Responsibilities: Provides information technology (IT)support services to end users in support of institutionaltechnology operation. Provides training to end users.• 30% Completes procurements, installations, configurations,repairs, and modifications of various technology hardware,software, and associated components under general supervision• 30% Identifies, troubleshoots, resolves, and/or escalates basicand more complex data, network connectivity, client/serverprocesses, and application issues according to established policiesand procedures• 5% Maintains operational functions of technology systems toensure appropriate integration, compatibility, and functionalityaccording to established user requirements• 10% Serves as a point of contact for individuals and groupsproviding standard-level organizational information abouttechnology resources and addressing their needs• 5% Facilitates individual and group end user trainings, answersquestions, and provides information specific to non-routine andmore complex information technology end user products andservices• 20% Receives and responds to inquiries and provides morecomplex technical information through various communication mediumsaccording to established policies and proceduresInstitutional Statement on Diversity:Diversity is a source of strength, creativity, and innovation forUW-Madison. We value the contributions of each person and respectthe profound ways their identity, culture, background, experience,status, abilities, and opinion enrich the university community. Wecommit ourselves to the pursuit of excellence in teaching,research, outreach, and diversity as inextricably linkedgoals.The University of Wisconsin-Madison fulfills its public mission bycreating a welcoming and inclusive community for people from everybackground - people who as students, faculty, and staff serveWisconsin and the world.For more information on diversity and inclusion on campus, pleasevisit: Diversity andInclusionEducation:PreferredAssociate's DegreeQualifications:Required:-Experience providing customer service in a technology supportenvironment.-Experience troubleshooting and resolving computer issues in avariety of mediums including phone, chat, email, and through remotesupport (using remote access tools).-Professional experience with case management. This includes casedocumentation, information gathering, asking questions, knowledgemanagement, determining potential solutions and/orescalations.-Working experience with Windows Operating Systems.Preferred:-Experience and awareness working in a higher education environmentalong with its products and services.-Demonstrated technical competence in a customer supportenvironment and knowledge of information systems technology andoperations.-Working experience with Macintosh Operating Systems.Work Schedule:The employee schedule will be 9:30am(CST) to 6:00pm(CST)weekdays.Work Type:Full Time: 100%This position is eligible for 100% remote work or partial remotework. Remote work requires an approved remote work agreement (RWA)agreement, which is reviewed and approved annually. An RWA requiressuccessful candidates to possess their own high-speed internet andphone to perform the work on a university provided computer. PerUniversity policy, transportation between home and assigned worklocation is not payable/reimbursable and will be at the expense ofthe employeeAppointment Type, Duration:Ongoing/RenewableAdditional Information:Please note that successful applicants must be authorized to workin the United States without need of employer sponsorship, on orbefore the effective date of appointment. University sponsorship isnot available for this position.How to Apply:Click on the "Apply Online" button to start the applicationprocess.You will be prompted to upload the following documents:ResumeLetter of QualificationsApplicants should attach a letter of qualifications and resumedetailing their training and experience relating to the requiredand preferred qualifications referenced above. The applicationreviewers will be relying on written application materials todetermine which qualified applicants will advance in therecruitment process.Contact:Charissa Webercharissa.weber@wisc.edu608-262-0596Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for furtherinformation.Official Title:User Support Specialist II(IT050)Department(s):A06-INFORMATION TECHNOLOGY/USER SVCS/HD LEVEL TWOEmployment Class:University Staff-OngoingJob Number:304168-CPThe University of Wisconsin-Madison is an Equal Opportunity andAffirmative Action Employer. Qualified applicants will receiveconsideration for employment without regard to, including but notlimited to, race, color, religion, sex, sexual orientation, genderidentity, national origin, age, pregnancy, disability, or status asa protected veteran and other bases as defined by federalregulations and UW System policies. We promote excellence throughdiversity and encourage all qualified individuals to apply. Formore information regarding applicant and employee rights and toview federal and state required postings, clickhereIf you need to request an accommodation because of a disability,you can find information about how to make a request at thefollowing website:https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/Employment may require a criminal background check. It may alsorequire you and your references to answer questions regardingsexual violence and sexual harassment.The University of Wisconsin System will not reveal the identitiesof applicants who request confidentiality in writing, except thatthe identity of the successful candidate will be released. See Wis.Stat. sec. 19.36(7).The Annual Security and FireSafety Report contains current campus safety and disciplinarypolicies, crime statistics for the previous 3 calendar years, andon-campus student housing fire safety policies and fire statisticsfor the previous 3 calendar years. UW-Madison will provide a papercopy upon request; please contact the University of Wisconsin PoliceDepartment .