"Desktop Support Technician"

Job Details

Salary: Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $23/HR - $25/HR.

Job Category: University Staff

Employment Type: Regular

Job Profile: User Support Specialist I

Job Duties:

The Division of Information Technology (DoIT) Departmental Support department is hiring two User Support Specialist I positions to work with campus customers to assist in the planning, deployment, and support of Windows and Mac endpoints. This involves resolving customer issues, documenting work within an incident management system, and deploying new or replacement systems for a diverse customer and product base. These are entry level positions that are more heavily focused on computer deployments and routine deskside customer support. A person who would be successful in these roles is able to follow documented procedures and enjoys being very active. These positions requires frequent customer visits to deliver IT equipment and services.

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

These positions will require work be performed in-person, onsite, at a designated campus work location. These positions are located at 1305 Linden Dr, Madison, WI 53706 (Middleton Building). Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee. One position will be an ongoing position and one position will initially last one year, with the possibility of extending the position up to a maximum of two years based on program need and funding availability.

The ideal candidates must be able to complete all physical requirements of the job with or without a reasonable accommodation: Frequently moves IT equipment weighing 20 pounds across campus and delivers to end users. Frequently positions self to maintain computers under desks.

Key Job Responsibilities:

• Assists with the operational maintenance of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• Serves as an initial point of contact for individuals and groups providing basic organizational information about technology resources and addressing their needs
• Assists with basic procurement, installation, configuration, repair, and modification of various technology hardware, software, and associated components under close supervision
• Identifies, troubleshoots, resolves, and/or escalates basic data, network connectivity, client/server processes, and application issues according to established policies and procedures

Department:

Division of Information Technology, User Services, Departmental Support. User Services is a unit within DoIT and offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW–campus community.

The Division of Information Technology (DoIT) Departmental Support team serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus. UW-Madison consists of 13 schools and colleges, over 24,000 faculty/staff, a student enrollment of over 45,000, and over $1.3B in annual research expenditures. The atmosphere on campus is vibrant contributing to an exciting working environment where collaboration and learning are encouraged. Departmental Support technicians perform technology troubleshooting for a wide variety of technology-driven devices, services, and solutions. In a typical year, more than 70 unique departments receive support from DoIT Departmental Support.

Compensation:

Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at https://hr.wisc.edu/benefits/.

Required Qualifications:

• Formal IT-related coursework or training; or demonstrated experience providing information technology support to end users in a professional setting
• Experience diagnosing, troubleshooting and resolving end user issues
• Experience physically deploying systems to employee workspaces
• Working knowledge of both Windows and macOS computer operating systems
• Experience using operating system deployments and related software programs such as Microsoft MDT

Preferred Qualifications:

• Experience with imaging and managing computers using industry standard tools
• Technical and business experience in the support of small and large-scale desktop support environments

Education:

H.S. Diploma Preferred Minimum

How to Apply:

Click on the "Apply” button to start the application process. You will be prompted to upload the following documents: Resume, Letter of Qualifications. Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process. Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position. This position has been identified as a position of trust with access to vulnerable populations. The selected candidate will be required to pass an initial caregiver check to be eligible for employment under the Wisconsin Caregiver Law and then every two years.

Contact Information:

DoIT Human Resources, doit-hr@doit.wisc.edu, 608-263-1790