DoIT General Help Desk Technician

Universities of Wisconsin•Madison, WI

12d•$21 - $26•Hybrid

About The Position

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 more. In 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. DoIT's 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 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

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

Nice To Haves

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).

Responsibilities

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