DoIT General Help Desk Technician

Job Summary

Join the UW-Madison DoIT Help Desk team in its goal of supporting campus technologies that further the teaching, learning and research mission of the university. The General Help Desk serves the campus community by providing IT support at an onsite location and through phones, chat, and email. We provide support for a number of different enterprise services such as Office 365, Zoom, Canvas, Multi-factor authentication, and much more.

The Division of Information Technology (DoIT) provides a wide variety of technology services to the University of Wisconsin-Madison.

Key Job Responsibilities

• Documents inquiries and responses according to established policies and procedures and recommends procedural improvements to unit leadership
• Identifies, troubleshoots, resolves, and/or escalates routine and first level technical problems for various products and services under close supervision
• Receives and responds to inquiries and provides routine technical information through various communication mediums according to established policies and procedures

Required Qualifications

• Demonstrated exceptional performance in a customer service environment.
• Experience working with a ticketing system to enter troubleshooting steps and detailed notes while working with customers.
• Working knowledge of both Windows and Macintosh Operating Systems and a variety of common software applications such as word processing, database, graphics, multimedia, and antivirus/antimalware applications

Preferred Qualifications

• Knowledge of a higher education environment along with its products and services.
• Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
• Experience with computer hardware and software troubleshooting and/or repair.
• Experience troubleshooting and resolving computer issues in a variety of mediums including phone, chat, email, and through remote support (using remote access tools).