User Support Specialist III

Universities of Wisconsin•Madison, WI

9d•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 role primarily works on-site within the hospital campus, with occasional work at other buildings on or near the UW campus. After an initial training period of about six months, remote work may be available. The stated work arrangement is 80% onsite and 20% remote. The successful candidate will support user endpoints, consult with faculty and staff on technology solutions, and assist with endpoint deployment and lifecycle management. The infrastructure includes Windows and Apple platforms, mobile computing platforms, custom applications, secure remote access services, A/V 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 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 position is an ongoing appointment. The starting salary is $65,000 annually and is negotiable based on experience and qualifications.

Requirements

Extensive experience providing customer-focused technical support and investigating in-depth technical solutions.
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 and macOS support, including deployment, configuration, and troubleshooting.
Experience with identity and access management.
Knowledge of network infrastructure, information security, and secure access/VPNs.
Strong oral and written communication skills, including the ability to communicate technical concepts to a variety of audiences.
Ability to think critically and solve complex problems.
An associate's degree is preferred.

Nice To Haves

Five or more years of experience in a similar role, ideally in higher education, healthcare, research, or another regulated environment.
Experience coordinating projects, including tracking completion, following up with project partners, and communicating with those impacted by projects.
Knowledge of Linux distributions and support.
Associate's degree.

Responsibilities

Lead, schedule logistics, and secure resources for technology system integrations, compatibility tests, and functionality maintenance according to established user requirements.
Independently complete procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components.
Serve as a main point of contact, providing advanced-level organizational information about technology resources and addressing the needs of individuals and groups.
Design, implement, troubleshoot, and resolve complex data, network connectivity, client/server processes, and application issues according to established policies and procedures.
Develop and facilitate individual and group end-user trainings, answer questions, and provide information about complex IT end-user products and services.
Provide daily support of user endpoints and consult with faculty and staff on technology solutions.
Support endpoint deployment and lifecycle management.