IT Help Desk Specialist II

University of Wisconsin Stout•Madison, WI

9d•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. The Office of Learning & Information Technology Services (OLITS) is dedicated to supporting the use of technology to enhance the teaching and learning mission of the UW System institutions. OLITS staff have responsibility for systemwide collaboration and enhancement of six major areas of Information Technology: 1) overall systemwide IT planning 2) technology for teaching and learning, library automation and collections enhancement 3) support for major IT infrastructure and administrative systems 4) wide area networking issues 5) information security and policy, and 6) research and development in emerging technologies. In addition, OLITS develops and supports information technology systems and services that allow UW System Administration staff to perform their responsibilities effectively and efficiently.

Requirements

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
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
Experience prioritizing multiple assignments and managing workload

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