DoIT General Help Desk Technician

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 this role you will work directly with other full time employees and our large student team in an environment dedicated to diversity and inclusion.

The Division of Information Technology (DoIT) provides a wide variety of technology services to the University of Wisconsin-Madison. It also provides limited service to UW system and other State entities. DoITs mission is to lead the development and delivery of information technology services that help students faculty and staff work effectively as a community. Services span desktop servicer-mainframe computing networks telecommunications Internet connectivity administrative and academic systems instructional technology plus additional support services.

This team provides support to members of the UW-Madison campus community as well as members of related institutions. This role is designed to deliver high-quality technology solutions with a focus on customer service. We offer training in technical expertise customer service excellence and other business skills like time management. The Help Desk is responsible for first and second level troubleshooting determination resolution and as-needed escalation for the various products and services that are used to support the business and academic mission of campus. The support scope for this position includes front-line troubleshooting and advanced software repair. Additionally the position offers long and short-term project work both within the Help Desk and throughout the larger division to promote professional development and organizational effectiveness. Currently we have team members run small teams of students work on strategic projects and represent the Help Desk within different teams at DoIT.

The candidate selected for this position will initially be 100% onsite. Following a successful onboarding period of up to 12 months the candidate 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 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 campuss 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.

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:

• Frequently lift and carry materials weighing up to 25 lbs unassisted to stand stoop twist and bend routinely and repeatedly throughout the 8 to 10 hour work shift

• 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

Division of Information Technology User Services Help Desk

User Services 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 UWMadison campus community.

The DoIT Help Desk provides faculty staff and students complimentary assistance with a wide range of personal devices software and DoIT- and campus-provided services such as Microsoft 365 Course Search and Enroll and the Canvas course management system (among others). Support is available online by phone chat and email seven days a week from 7am to 11pm. In addition to providing consultation and support services the Help Desk provides IT Service Management system services to the Division of IT as well as contract customers at UWMadison and with Universities of Wisconsin.

Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $21/hr - $26/hr 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 ( 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

• 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).

H.S. Diploma Preferred Minimum

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 qualificationsand resume detailing their training and experience relating to the required and preferred qualifications referencedabove. The application reviewers will be relying on written application materials to determine which qualified applicants willadvance 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.

DoIT Human Resources

Relay Access (WTRS): 7-1-1. SeeRELAYSERVICEfor further information.

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 OpportunityEmployer.

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 backgroundsand 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 accommodationfor 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 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.