User Support Specialist II

Universities of Wisconsin•Madison, WI

9d•Hybrid

About The Position

The Office of Information Technology in the UW School of Medicine and Public Health seeks an IT User Support Specialist to provide comprehensive computing support and standard software training to faculty and staff. The role primarily works onsite on the hospital campus, with occasional work in other buildings on or near the UW campus. After an initial training period of about six months, remote work may be available. The position is described as approximately 80% onsite and 20% remote. The specialist supports user endpoints, consults with faculty and staff on technology solutions, and assists with endpoint deployment and lifecycle management. The technology environment includes Windows and Apple platforms, mobile computing platforms, custom applications, secure remote access services, audiovisual systems, and endpoint management systems. Support is delivered through face-to-face and remote troubleshooting in a fast-paced environment. This position is part of the User Support Service Line within the School of Medicine and Public Health’s Office of Information Technology. The service line comprises around 60 people and aims to provide collaborative, standardized support for users and endpoints across the school. The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. CT. Starting pay is $28.00 per hour, negotiable based on experience and qualifications.

Requirements

Demonstrated experience providing customer-focused technical support.
Experience with ITSM tools or help desk ticketing software.
Experience using centralized endpoint management tools such as SCCM/Configuration Manager or Workspace One.
Demonstrated knowledge of Windows support, including deployment, configuration, and troubleshooting.
Knowledge of identity and access management.
Strong oral and written communication skills, including the ability to communicate technical concepts to varied audiences.
Ability to think critically and solve complex problems.
Associate’s degree preferred.

Nice To Haves

At least two years of experience in a similar role, ideally in higher education, healthcare, research, or another regulated environment.
Involvement in large-scale projects, including serving as a resource and completing project tasks.
Knowledge of macOS configuration and support.

Responsibilities

Identify, troubleshoot, resolve, and/or escalate basic and complex data, network connectivity, client/server process, and application issues according to established policies and procedures.
Facilitate individual and group end-user training, answer questions, and provide information about non-routine and complex IT end-user products and services.
Maintain technology systems’ operational functions to ensure integration, compatibility, and functionality according to established user requirements.
Serve as a point of contact for individuals and groups, providing standard-level information about organizational technology resources and addressing their needs.
Complete procurement, installation, configuration, repair, and modification of technology hardware, software, and associated components under general supervision.
Provide daily support for user endpoints, consult with faculty and staff on technology solutions, and contribute to endpoint deployment and lifecycle management.