User Support Specialist

Universities of Wisconsin • Madison, WI

1d • $26 - $30 • Onsite

About The Position

The User Support Specialist collaborates with other library IT staff to ensure effective access to and use of library-provided services for UW–Madison and Universities of Wisconsin faculty, staff, students, and researchers. This position supervises and supports Help Desk student employees in triaging and resolving desktop support requests, calls, work tickets, and other inquiries. The specialist also develops, documents, and enhances workflows for technology troubleshooting and service delivery, supporting a large and diverse community of users. Reporting to the IT Operations and Inventory Coordinator, the specialist serves as a liaison between technology support teams and library stakeholders by communicating system updates, outages, and other technology-related information. The position supports and administers service desk tools and Windows and macOS environments, while coordinating system upgrades, integrations, and automation efforts. The specialist also supports the technical environment for asset tracking systems and helps improve inventory workflows and data accuracy.

Requirements

• Experience in computer operations or technology support within a team setting (student experience will be considered)
• Excellent interpersonal and customer service skills, with the ability to build effective partnerships and communicate complex information related to IT systems and/or IT policies to a broad audience
• Demonstrated ability to independently prioritize workload, manage multiple projects and deadlines effectively, and follow-through on tasks

Nice To Haves

• Experience in user training and documentation preparation
• Experience with computer administration and support (macOS and Windows)
• Experience with hardware and software troubleshooting
• Experience with automation, scripting, or workflow improvement
• Experience with IT Asset Management
• Experience supervising, training, or coordinating student employees or other staff

Responsibilities

• Provides technical escalation support to student workers at library technology help desk locations.
• Acts as liaison between technology support staff and library partners and stakeholders, by communicating system changes and outages.
• Administers and supports service desk tools to ensure effective management of documentation, support requests, work tickets, and other inquiries.
• Administers and supports Windows and macOS environments, including OS update planning, configuration management, and endpoint security.
• Plans, tests, and coordinates system upgrades, integrations, and automation efforts in partnership with other Library Technology Teams.
• Supports the technical environment for asset tracking by implementing automated solutions to improve inventory workflows and data accuracy.
• Serve as a mentor to other team members, helping them develop their technical skills and troubleshoot complex problems.
• Supervises, trains, schedules, and provides day-to-day guidance to Help Desk student employees while mentoring team members in technical troubleshooting and customer support best practices (10%)
• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision (20%)
• Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services (10%)
• Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures (10%)
• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements (30%)
• Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs (10%)
• Leads, schedules logistics, and secures resources for the completion of technology system integrations (10%)

Benefits

• generous paid time off
• competitively priced health/dental/vision/life insurance
• tax-advantaged savings accounts
• participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund
• generous vacation, holidays, and sick leave
• competitive insurances and savings accounts
• retirement benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree