Desktop Support Technician

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Job Category:
University Staff

Employment Type:
Regular

Job Profile:
User Support Specialist II

Job Summary:

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin-Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW-Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus.

This position provides technical expertise in the General Desktop Support (GDS) team and will report to the manager of that team. Technicians in this position possess an understanding of IT technologies and serve as a subject matter expert. They have a strong understanding of Windows and macOS platforms, network administration, and scripting. This position requires a blend of hands-on technical skills, ability to execute project tasks, and excellent communication skills to provide clear and consistent expectations to both team members and customers.


As a Desktop Support Technician, you will provide specialized technical support to assist customers in the planning, deployment, and support of Windows and Mac endpoints, network administration, file access permissions management, and other IT related activities. You will resolve customer issues, maintain computer inventories, document work within an incident management system, collaborate with other DoIT technical teams, and participate in small projects which are initiated by both operational and customer needs.


Responsibilities include:

• Perform a variety of technical tasks such as hands-on troubleshooting with customers, equipment delivery, and employee onboarding relating to the use of IT equipment.
• Create new and maintain existing technical documentation.
• Serve as a key point of contact for technical support.
• Participating in small projects for system integrations and providing essential training to colleagues and customers.
• Collaborating with team members and other DoIT teams to serve as an escalation point for complex technical issues.
• Managing customer communications and issue escalations.
• Participating in recruitments for positions both within the team and with other DoIT teams.

Following a successful onboarding period of up to 6 months, the candidate selected for this position may perform a combination of on-site and remote work (60% onsite/40% remote) subject to an approved flexible work arrangement (FWA), which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

The ideal candidate 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

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.

Key Job Responsibilities:

• Participate in regular meetings with key customers to discuss service levels, contract status and future planning activities

• Assist with developing and maintaining hardware inventory and replacement schedules for customer owned equipment. Communicate these schedules to both the customer and supervisor

• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision

• Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures

• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements

• Assist with collecting customer information aiding with the selection of technology to meet functional requirements. Provide on-site desktop support for customers at the customer location in a timely manner that meets defined service level targets

• Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs

• Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services

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:

Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $29.00/hour - $34.00/hour with final salary based on experience and qualifications.

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 (


Required Qualifications:

• Demonstrated experience providing information technology support to end users in a professional setting.
• Demonstrated experience with technologies such as hardware and software troubleshooting, network troubleshooting, working with objects in Active Directory, and printer provisioning.
• Demonstrated experience managing the full lifecycle of operating systems from initial deployment and configuration to advanced troubleshooting for Windows and macOS across various hardware models.
• Demonstrated experience using one or more endpoint management tools such as Omnissa Workspace One, Microsoft Intune, HCL BigFix, Microsoft SCCM/ConfigMgr; etc.

Preferred Qualifications:

• Experience with scripting to automate repetitive tasks, streamline workflows, and manage computer configurations.
• Current certifications such as CompTIA A+, CompTIA Security+, CompTIA Network+, or Microsoft certifications.
• Demonstrated ability to configure a wide variety of wired and wireless devices considering standard networking (DHCP, DNS, subnetting, etc.) and security best practices

Education:

Associate's Degree 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.

Contact Information:

DoIT Human Resources, View email address on click.appcast.io, View phone number on click.appcast.io

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.


The University of Wisconsin System 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. sec. 19.36(7).


The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.