IT Help Desk Specialist II
Universities of Wisconsin•Madison, WI
•$24 - $28•Onsite
About The Position
The IT Help Desk Specialist (official title: IT Help Desk Specialist II) serves as the first point of contact for customers seeking technical assistance. The IT Help Desk Specialist will work onsite providing help desk support to both onsite and remote users.
Requirements
- Excellent organizational and time management skills.
- Ability to work collaboratively with others on common goals, projects, and tasks
- Ability to professionally communicate with small and large groups of stakeholders
- Ability to maintain clear and thorough records of support tickets, resolutions, and user interactions
- Knowledge of best practices for cybersecurity, such as password management, phishing awareness, and compliance requirements.
- Excellent analytical and problem-solving skills
- Demonstrated interpersonal skills to work effectively both in a team environment and independently to successfully perform work assignments
- Demonstrated ability to collaborate with both tech savvy and non-tech savvy audiences
- Demonstrated ability to prioritize multiple assignments and manage workload
- Two (2) or more years experience providing technical support to end users using Windows and Mac workstations
- Two (2) or more years experience installing and troubleshooting hardware a software in a professional setting
- Two (2) or more years experience supporting common business applications such as Microsoft 365 suite, Web Conferencing tools, Adobe, etc.
- Two (2) or more years experience providing high-quality customer service and maintaining excellent communication
Nice To Haves
- Two (2) or more years experience with account management systems such as Active Directory
- Two (2) or more years experience with enterprise endpoint management tools, such as Microsoft Intune and/or Jamf
- Experience utilizing ITIL principles including incident management, change management and service request management
- Experience providing technical support in a higher education environment
- Experience with user education, training and creating support documentation
Responsibilities
- Provide high-quality customer service for a wide range of computing technologies, including desktop computers, laptops, mobile devices, phones (mobile and VoIP), printers, operating systems, software applications
- Respond to, troubleshoot, and resolve ticketed issues
- Communicate with end users in a professional and timely manner for all incidents and requests
- Troubleshooting by email, phone, ticketing system, IM, and remote access software
- Identify trends in incidents and initiate responses to widespread issues
- Strive to resolve all assigned tickets and only escalate those that require specialized knowledge outside of own areas of expertise
- Escalate tickets as necessary
- Perform setup and configuration of end user devices
- Install and configure hardware, operating systems, and software
- Manage workstation fleet inventory, keeping CMDB up to date
- Deliver and setup hardware to users
- Create and deliver reports to leadership
- Provide guidance and trainings to end-users as needed for new and existing hardware, operating systems, and software packages
- Maintain awareness of trends and regulations to ensure effectiveness and compliance
- Manage equipment lifecycle, commissioning, decommissioning, and e-waste recycling
Benefits
- Excellent benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
