IT Help Desk Specialist II

Position Overview IT Help Desk Specialist II – Regular, full‑time hourly position at the University of Wisconsin – Madison. First point of contact for technical assistance, working onsite to support onsite and remote users. Department Office of Learning & Information Technology Services (OLITS) supports technology across UW System institutions. Key Responsibilities Provide high‑quality customer service for computing technologies: desktops, laptops, mobile devices, phones (mobile and VoIP), printers, operating systems, and applications. Respond to, troubleshoot, and resolve ticketed issues via email, phone, ticketing system, IM, and remote access. Communicate professionally and promptly with end users for all incidents and requests. Identify incident trends and initiate responses to widespread issues. Strive to resolve all assigned tickets, escalating only those that require specialized knowledge. Set up and configure end‑user devices, install and configure hardware, operating systems, and software. Maintain workstation fleet inventory, keep CMDB updated, and manage equipment lifecycle, commissioning, decommissioning, and e‑waste recycling. Deliver hardware to users, create reports for leadership, and provide guidance and training on new and existing hardware and software. Maintain awareness of trends and regulations to ensure effectiveness and compliance. Knowledge, Skills, and Abilities Excellent organizational and time‑management skills. Collaborative ability with others on common goals and projects. Professional communication with small and large stakeholder groups. Clear and thorough record‑keeping of support tickets, resolutions, and user interactions. Knowledge of cybersecurity best practices: password management, phishing awareness, and compliance requirements. Analytical and problem‑solving skills. Interpersonal skills to work effectively in teams and independently. Ability to engage both tech‑savvy and non‑tech‑savvy audiences. Experience prioritizing multiple assignments and managing workload. Required Qualifications At least 2years of experience providing technical support to end users using Windows and Mac workstations. At least 2years of experience installing and troubleshooting hardware and software in a professional setting. At least 2years of experience supporting common business applications such as Microsoft365, WebConferencing, Adobe, etc. At least 2years of experience providing high‑quality customer service and maintaining excellent communication. Preferred Qualifications At least 2years of experience with account management systems such as Active Directory. At least 2years of experience with enterprise endpoint management tools like MicrosoftIntune or Jamf. Experience with ITIL principles: incident, change, and service‑request management. Experience providing technical support in higher education settings. Experience with user education, training, and creating support documentation. Work Location The office is located at 780 RegentSt., Madison,WI. This position requires working 100% onsite with no remote work. Compensation Hourly rate ranging from $24.00 to $28.00, commensurate with education, experience, and qualifications. Equal Opportunity Employer UW is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other basis protected by applicable federal or State law and UW System policies. Hiring decisions are based on qualifications, merits, and abilities. #J-18808-Ljbffr UWSYS University of Wisconsin System Administration