"Technical Support Consultant"

Job Summary

We are hiring two Technical Support Consultants in the College of Letters & Science (L&S) at UW-Madison. These positions provide multi-faceted IT support to faculty, staff, and graduate students in L&S. These positions will work collaboratively with other members of the departmental support team in the Information Technology Services (ITS) unit and will report to the IT Manager of their unit.

On a day-to-day basis, these positions will primarily work on IT support tickets and related customer inquiries, independently resolving issues and requests through established service management workflows, and ensuring timely, accurate, and customer-focused solutions across a broad range of IT support scenarios. The work will be hands-on, technical, and consultative. Additionally, these positions will contribute to key IT projects, including system upgrades, hardware deployments, and process improvements.

The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of departments in L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University.

The successful candidates will have excellent organizational and problem-solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional customer service and support to the faculty, staff, and students who use L&S ITS services and facilities.

The candidates will need to occasionally lift 25 pounds. IT support will periodically need to be performed at the customer’s office on campus at UW-Madison.

Key Job Responsibilities

• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
• Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
• Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs

Department

College of Letters & Science, Administration, Information Technology Services

Compensation

The typical starting salary for this position is $56,112 - $80,240 depending on qualifications and experience. Only those with extensive relevant experience will be placed around the high end of that range. Employees in this position can expect to receive benefits such as generous vacation, holidays and paid time off; competitive insurances and saving accounts; and retirement benefits.

Required Qualifications

• At least 2 years providing IT and/or AV support.
• Excellent oral, written, and interpersonal communication skills.
• At least 1 year providing customer service.

Preferred Qualifications

• Experience working in a higher education environment.

Education

Associate’s Degree or higher preferred.

How to Apply

Click on the "Apply Online" button to start the application process. You will be prompted to upload the following documents/Application Materials:

• Resume (required) - Detail your educational and professional background
• Cover letter (required) - Refer to your related work experience

It's important that your cover letter and resume reflect your experience for this position related to the Qualifications section. Your application materials will be used during our evaluation to determine your qualifications as they relate to the job. The most qualified applicants will be invited to participate in the next step of the selection process.

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

Contact Information

Maria Antezana, maria.antezana@wisc.edu