Desktop Support Technician

Universities of Wisconsin•Madison, WI

12d•$75,000 - $90,000•Hybrid

About The Position

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 Departmental Support - Technical Support (TS) team and will report to the manager of that team. Technicians in this position possess a strong 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, project coordination capabilities, 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. The position will require excellent customer service and communications skills. You will be resolving customer issues, maintaining computer inventories, documenting work within an incident management system, collaborating with other DoIT technical teams, and both participating in and leading small to medium sized projects which are initiated by both operational and customers needs. This position will primarily be focused on supporting University Housing. University Housing is a 24-7-365 operation housing and feeding over 9000 residence hall students, 1200 family apartments, and hundreds of summer programs. This position is eligible for partial remote-work (80% onsite / 20% remote). The candidate selected for this position may perform a combination of on-site and remote work following a successful onboarding period of up to 12 months and is subject to an approved flexible work arrangement (FWA) agreement, 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. This position will initially last two years, with the possibility of it being turned into an ongoing appointment based on program need and funding availability. 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.

Requirements

Proficiency with network administration, Active Directory administration, printer provisioning and configuring file permissions.
Proficiency managing the full lifecycle of operating systems from initial deployment and configuration to advanced troubleshooting for Windows and macOS.
Demonstrated experience administering endpoints using management tools such as Omnissa Workspace One, Microsoft Intune, HCL BigFix, Microsoft SCCM/ConfigMgr; etc.
Demonstrated ability to configure a wide variety of wired and wireless devices considering standard networking (DHCP, DNS, subnetting, etc.) and security best practices

Nice To Haves

Experience leading small projects that require the definition of scope and goals.
Prior experience supporting users and devices in a higher education environment.
Experience with scripting to automate repetitive tasks, streamline workflows, and manage computer configurations.
Current certifications such as CompTIA A+, CompTIA Security+, CompTIA Network+, CCNA, ACSP, ITIL, Microsoft certifications, others.

Responsibilities

Perform a variety of technical tasks such as hands-on troubleshooting with customers to project planning and coordination.
Serve as a key point of contact for advanced technical support.
Leading small to medium sized projects for system integrations and providing essential training to colleagues.
Collaborating with team members and other DoIT teams to serve as an escalation point for complex technical issues.
Mentoring, guiding and leading other staff with technical activities.
Managing customer communications and issue escalations.
Participating in recruitments for positions both within the team and with other DoIT teams.
Assist Student Housing transition between academic and summer programs.
Provides support for Housing Media Centers
Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
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
Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
Participate in regular meetings with University Housing to discuss service levels, contract status and future planning activities.
Provide support to students and families living in residence halls and Eagle Heights apartments