User Support Specialist II

University of Wisconsin Madison•Madison, WI

8d•Hybrid

About The Position

The Office of Information Technology in the UW School of Medicine and Public Health is seeking an IT User Support Specialist to provide comprehensive computing support and standard software training to faculty and staff. The position supports user endpoints, consults on technology solutions, and handles 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. Work is primarily on-site at the hospital campus, with occasional work in other buildings on or near the UW campus. The schedule is 80% onsite and 20% remote, with remote work opportunities after an initial training period of about six months. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. CT, and may require in-person work at a designated campus location. The role is part of the User Support Service Line in the School of Medicine and Public Health’s Office of Information Technology. The service line has around 60 people and aims to provide a collaborative, standardized approach to supporting users and endpoints across the school. The starting wage is $28.00 per hour and is negotiable based on experience and qualifications. Benefits include vacation, holidays, sick leave, insurance and savings accounts, and retirement benefits.

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.

Nice To Haves

Two or more years of experience in a similar role, ideally in higher education, healthcare, research, or another regulated environment.
Involvement with large-scale projects, including acting as a resource and completing project tasks.
Knowledge of macOS configuration and support.
Associate’s degree preferred.

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 more complex IT 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 organizational information about technology resources and addressing their needs.
Complete procurements, installations, configurations, repairs, and modifications 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 support endpoint deployment and lifecycle management.