Job Description

Job Summary:

The Help Desk and Desktop Support Specialist will provide support services to the faculty and staff at the UW-Madison School of Veterinary Medicine. The Help Desk and Desktop Support Specialist will help configure, support, and manage state-of-the-art systems, and will serve as the primary point of contact for all IT-related issues within the School and the UW Veterinary Care Teaching Hospital, ensuring that help desk tickets are logged and responded to for each case. The Help Desk and Desktop Support Specialist will join a professional team of Information Technology generalists and specialists, and will report to the CIO & Director of Information Technology.

Responsibilities:

Provides information technology (IT) support services to end users in support of institutional technology operation. Provides training to end users.

• 20% Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision
• 30% 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
• 20% Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• 30% Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs

Tasks:

• Ensures the adoption of campus-prescribed cybersecurity practices in all technology implemented within the school.
• Keeps updated on state of the art in computer, networking, and audio-visual technology.
• Serves as the primary point of contact for all IT-related issues within the School and the UW Veterinary Care Teaching Hospital, ensuring that help desk tickets are logged and responded to for each case.
• Creates, edits, and maintains documentation for IT Tech Team, and SVM and UWVC end-users in the UW Madison KnowledgeBase.
• Works with System Engineers and IT Professional III staff to learn how to support more advanced systems, and to ensure proper escalation of cases.
• Working with the team\'s Cybersecurity Engineer and Systems Engineers, ensures newly configured equipment (and existing equipment requiring service) is configured according to protocols defined by them and by campus.

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.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:

Required
H.S. Diploma

Qualifications:

Required

• Exceptional customer service skills in a high-demand environment (retail, food service, information technology help desk, etc.)
• Excellent oral, written, and interpersonal communication skills
• Ability to follow (and improve upon) technical support procedures
• Ability to work in a team setting
• Windows and MacOS Technical Support Experience

Preferred

• Experience working with a Help Desk ticketing system
• Experience working in a higher education or healthcare setting

Work Schedule:

Monday - Friday 7:45 am-4:30pm; exact schedule will be determined at time of hire.

Work Type:

Full Time: 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location. Potential to negotiate partial remote option after successful completion of probationary period.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $25.00 HOURLY
Depending on Qualifications
The starting salary for this position will depend on a candidate\'s experience and qualifications for the position. Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at (https://hr.wisc.edu/benefits/)

Additional Information:

The successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment. University sponsorship is not available for this position.

How to Apply:

Contact:

Karlye Wolff
karlye.wolff@wisc.edu
608-890-4533
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

User Support Specialist II(IT050)

Department(s):

A87-SCHOOL OF VET MEDICINE/ADMIN - GEN COMPUTING

Employment Class:

University Staff-Ongoing

Job Number:

277938-CP

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

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, 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 through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

Employment will require a criminal background check. It will also require you and your references to answer questions regarding 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.