Technical Support Consultant

Universities of Wisconsin • Madison, WI

7d • $56,112 - $80,240 • Onsite

About The Position

We are hiring two Technical Support Consultants in the College of Letters & Science (L&S) at UW-Madison. These positions provide multi-faceted IT support to faculty, staff, and graduate students in L&S. These positions will work collaboratively with other members of the departmental support team in the Information Technology Services (ITS) unit and will report to the IT Manager of their unit. On a day-to-day basis, these positions will primarily work on IT support tickets and related customer inquiries, independently resolving issues and requests through established service management workflows, and ensuring timely, accurate, and customer-focused solutions across a broad range of IT support scenarios. The work will be hands-on, technical, and consultative. Additionally, these positions will contribute to key IT projects, including system upgrades, hardware deployments, and process improvements. The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of departments in L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University. The successful candidates will have excellent organizational and problem-solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional customer service and support to the faculty, staff, and students who use L&S ITS services and facilities. The candidates will need to occasionally lift 25 pounds. IT support will periodically need to be performed at the customer’s office on campus at UW-Madison.

Requirements

• At least 2 years providing IT and/or AV support.
• Excellent oral, written, and interpersonal communication skills.
• At least 1 year providing customer service.

Nice To Haves

• Experience working in a higher education environment.
• Associate’s Degree or higher preferred.

Responsibilities

• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
• 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
• Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
• Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs

Benefits

• Employees in this position can expect to receive benefits such as generous vacation, holidays and paid time off; competitive insurances and saving accounts; and retirement benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees