IT Help Desk Specialist II

Position Title

IT Help Desk Specialist II

About the role

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.

Responsibilities

• 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
• Troubleshoot by email, phone, ticketing system, IM, and remote access software
• Identify trends in incidents and initiate responses to widespread 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
• Maintain awareness of trends and regulations to ensure effectiveness and compliance
• Manage equipment lifecycle, commissioning, decommissioning, and e-waste recycling

Requirements

• Two (2) or more years experience providing technical support to end users using Windows and Mac workstations
• Two (2) or more years experience installing and troubleshooting hardware and software in a professional setting
• Two (2) or more years experience supporting common business applications such as Microsoft 365 suite, Web Conferencing tools, Adobe, etc.
• Two (2) or more years experience providing high-quality customer service and maintaining excellent communication

Qualifications

• Knowledge of best practices for cybersecurity, such as password management, phishing awareness, and compliance requirements
• Excellent analytical and problem-solving skills
• Demonstrated interpersonal skills to work effectively both in a team environment and independently to successfully perform work assignments
• Demonstrated ability to collaborate with both tech savvy and non-tech savvy audiences
• Experience prioritizing multiple assignments and managing workload

Skills

• Knowledgeable in ITIL principles including incident management, change management and service request management
• Experience providing technical support in a higher education environment
• Experience with user education, training, and creating support documentation

Benefits

Compensation: The IT Support Specialist (official title: IT Help Desk Specialist II) is a full-time hourly (non-exempt) university staff position. Well-qualified candidates can expect a starting rate between $24.00 - $28.00 per hour commensurate with the candidate’s education, related experience, and qualifications.

Pay

Starting rate between $24.00 - $28.00 per hour

Schedule

Work Location: The office is located at 780 Regent St. in Madison, WI. Due to the nature of this position, the incumbent will work 100% on site with no possibility for remote work.

Contact Information

To receive full consideration, applicants are required to apply online and provide in PDF format a Resume and Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications.

Questions may be addressed to Kristina Williston, HR Generalist, at kristina.williston@wisconsin.edu

Accommodation Request

If you need to request an accommodation because of a disability, you can find information about how to make a request by contacting uwshr@wisconsin.edu.

Criminal Background Check and Reference Check Policy

This offer of employment is conditional pending the results of a criminal background check and a reference check process that includes questions regarding employee misconduct, sexual violence, and sexual harassment. If the results are unacceptable, the offer will be withdrawn or, if you have started employment, your employment will be terminated.

Employment Authorization

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, before, or after the effective date of appointment.

Confidentiality

The Universities of Wisconsin 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. . 19.36(7).

Benefits Information

Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package, review the Faculty, Academic Staff & Limited Appointees or University Staff Please see this link for total compensation information: Universities of Wisconsin Health & Retirement Contributions Estimator to provide you with total compensation information.

Clery Act information

The Universities of Wisconsin provides statistics on campus crime in its Annual Security Report. For more information on university campus statistics see https://www.wisconsin.edu/compliance/clery/.

EEO Statement

We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.