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The University of Wisconsin System The University of Wisconsin System is one of the largest systems of public higher education in the country, educating approximately 165,000 students each year and employing 40,000 faculty and staff statewide.  With 13 universities across 26 campuses and a statewide extension network with offices in every county, the UW System is a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world.

The Office of Learning & Information Technology Services (OLITS) is dedicated to supporting the use of technology to enhance the teaching and learning mission of the UW System institutions. OLITS staff have responsibility for systemwide collaboration and enhancement of six major areas of Information Technology: 1) overall systemwide IT planning, 2) technology for teaching and learning, 3) support for major IT infrastructure and administrative systems, 4) wide area networking issues, 5) library automation and collections enhancement, and 6) research and development in emerging technologies. In addition, OLITS develops and supports information technology systems and services that allow UW System Administration staff to perform their responsibilities effectively and efficiently.

POSITION SUMMARY

The University of Wisconsin System, Office of Learning and Information Technology Services, is seeking a IT Help Desk Specialist.  The IT Help Desk Specialist (official title: IT Help Desk Specialist II) serves as the first point of contact for customers seeking technical assistance. The IT Help Desk Specialist will work onsite providing help desk support to both onsite and remote users. This full-time, hourly (non-exempt), University Staff position reports to the Director, Client and Application Services. This position is located in Madison, Wisconsin and due to the nature of the work is expected to be fully onsite.

MAJOR RESPONSIBILITIES

Responsibilities include the following key activities:

HELP DESK AND WORKSTATION MANAGEMENT

  • Provide high-quality customer service for a wide range of computing technologies, including desktop computers, laptops, mobile devices, phones (mobile and VoIP), printers, operating systems, software applications
  • Respond to, troubleshoot, and resolve ticketed issues
  • Communicate with end users in a professional and timely manner for all incidents and requests
  • Identify trends in incidents and initiate responses to wide-spread issues
  • Strive to resolve all assigned tickets and only escalate those that require specialized knowledge outside of own areas of expertise
  • Escalate tickets as necessary
  • Perform setup and configuration of end user devices
  • Install and configure hardware, operating systems, and software
  • Manage workstation fleet inventory, keeping CMDB up to date
  • Deliver and setup hardware to users
  • Create and deliver reports to leadership
  • Provide guidance and trainings to end-users as needed for new and existing hardware, operating systems and software packages

MINIMUM QUALIFICATIONS

  • 2+ years of experience with account management systems such as Active Directory
  • 2+ years of experience with enterprise endpoint management tools, such as Microsoft Systems Center Configuration Manager (SCCM) and/or Jamf
  • 2+ years of experience providing technical support to end users using Windows and Mac workstations
  • 2+ years of experience installing and troubleshooting hardware and software in a professional setting
  • 2+ years of experience supporting common business applications like Microsoft365 suite, Web Conferencing tools, Adobe, etc.
  • 2+ years of experience providing high-quality customer service and maintaining excellent communication
  • Demonstrated ability to collaborate with both tech savvy and non-tech savvy audiences
  • Demonstrated ability to work independently and be self-motivated
  • Experience prioritizing multiple assignments and managing workload
  • Demonstrated analytical and problem-solving skills

 PREFERRED QUALIFICATIONS

  • Experience utilizing ITIL principles including incident management, change management and service request management.
  • Technical support experience in a higher education environment
  • Experience with user education, training and creating support documentation

CONDITIONS OF EMPLOYMENT

The UW System is required to conduct a criminal background and sexual harassment check for final candidate(s) prior to employment.

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 the need of employer sponsorship) on or before the effective date of appointment.

WORK LOCATION

The office location is in Madison, WI.  Due to the nature of the work of this position, this is a full-time on-site position.

COMPENSATION AND BENEFITS

The IT Help Desk Specialist is a full-time, hourly, (non-exempt) university staff position. The official title is (IT Help Desk Specialist II). Well-qualified candidates can expect a starting hourly rate within a range of $20.00/hour – $24.00/hour, commensurate with the candidate’s education, related experience, and qualifications.

UW System employees receive an excellent benefits package. To learn more about the benefits package, review the UW System Employee Benefits Brochure.

 APPLICATION INSTRUCTIONS
To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through Wednesday, August 17, 2022. However, applications may be accepted until the position has been filled.

  1. Go to the UWSA Applicant Portalto submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants  and click on the position title that you want to apply for.
  2. Follow the onscreen instructions and be sure to include your salary expectations when asked in our applicant tracking In addition, please be sure to upload ALL THREE of the required documents: resume, cover letter, and references as PDF files. Failing to include any of these documents may disqualify your application.
    1. Your cover letter MUST specifically address how your education and experience relate to the position and qualifications. Be sure to emphasize the areas outlined under “Minimum ”
    2. Your reference page should include the names, addresses, email addresses, and phone numbers for three professional references with at least one being from a current or previous
  3. Include a statement of whether you wish to have your application held in confidence or made available to the public upon request. Please note that in the absence of any statement regarding confidentiality, we will assume you do not wish to have your application held in confidence. The UW 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 Stat. sec. 19.36(7).
  4. Submit your application

The University of Wisconsin System Administration is an affirmative action/equal opportunity employer and actively seeks and encourages applications from women, minorities, and person with disabilities.

Questions may be addressed to: Sarah Wilson, HR Business Partner, at sarah.wilson@uwss.wisconsin.edu