User Support Specialist III

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 role provides daily support for user endpoints, consults with faculty and staff on technology solutions, and supports 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. The position is primarily onsite 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 role is part of the User Support Service Line, a collaborative group of around 60 people that provides standardized user and endpoint support across the School of Medicine and Public Health.

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.

Nice To Haves

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

Responsibilities

Lead, schedule logistics, and secure resources for technology system integrations, compatibility tests, and functionality maintenance according to established user requirements.
Independently procure, install, configure, repair, automate, and modify complex technology hardware, software, and associated components.
Serve as a main point of contact, providing advanced-level organizational information about technology resources and addressing user needs.
Design, implement, troubleshoot, and resolve complex data, network connectivity, client/server process, and application issues according to established policies and procedures.
Develop and facilitate individual and group end-user training, answer questions, and provide information about complex information technology products and services.
Provide daily support for user endpoints, consult with faculty and staff on technology solutions, and support endpoint deployment and lifecycle management.