Help Desk Support Jobs in Madison, WI (NOW HIRING)

TheIT Help Desk Specialist(official title: IT Help Desk Specialist II) serves as the first point of contact for customers seeking technicalassistance. The IT Help Desk Specialist will work onsite providing help desk support to both onsite and remote users.

HELP DESK AND WORKSTATION MANAGEMENT

• Provide high-quality customer service for a wide range of computing technologies, including desktop computers, laptops, mobile devices, phones (mobile and VoIP), printers, operating systems, software applications

• Respond to, troubleshoot, and resolve ticketed issues

• Communicate with end users in a professional and timely manner for all incidents and requests

• Troubleshootingby email, phone, ticketing system, IM,and remoteaccess software

• Identify trends in incidents and initiate responses to widespread issues

• Strive to resolve all assigned tickets and only escalate those that require specialized knowledge outside of own areas of expertise

• Escalate tickets as necessary

• Perform setup and configuration of end user devices

• Install and configure hardware, operating systems, and software

• Manage workstation fleet inventory, keeping CMDB up to date

• Deliver and setup hardware to users

• Create and deliver reports to leadership

• Provide guidance and trainings to end-users as needed for new and existing hardware, operatingsystems,and software packages

• Maintain awarenessof trends and regulations to ensure effectiveness and compliance

• Manage equipment lifecycle, commissioning,decommissioning,ande-wasterecycling

Knowledge, Skills, Abilities

• Excellent organizational and time management skills.

• Ability to work collaboratively withothers on common goals, projects, and tasks

• Ability toprofessionallycommunicatewithsmall and largegroups ofstakeholders

• Ability tomaintainclear and thorough records of support tickets, resolutions, and user interactions

• Knowledgeof best practices for cybersecurity, such aspassword management, phishing awareness, and compliance requirements.

• Excellentanalytical and problem-solving skills

• Demonstrated interpersonal skills to work effectively both in a team environment and independently to successfully perform work assignments

• Demonstrated ability to collaborate withboth tech savvy andnon-techsavvy audiences

• Experience prioritizing multiple assignments and managing workload

Compensation:

The office islocatedat 780 Regent St.in Madison, WI.Due to the nature of this position, the incumbent willwork 100% on site with nopossibility for remote work.

Questions may be addressed toKristina Williston, HR Generalist, at kristina.williston@wisconsin.edu

If you need to request an accommodation because of a disability, you can find information about how to make a request by contacting uwshr@wisconsin.edu.

This offer of employment is conditional pending the results of a criminal background check and a reference check process that includes questions regarding employee misconduct, sexual violence, and sexual harassment. If you have prior work history within the past 7 years with the Universities of Wisconsin, your personnel file will also be reviewed for employee misconduct. If the results are unacceptable, the offer will be withdrawn or, if you have started employment, your employment will be terminated.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of employer sponsorship) on, before, or after the effective date of appointment.

The Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. . 19.36(7).

Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package, review the Faculty, Academic Staff & Limited Appointees or University Staff Please see this link for total compensation information: Universities of Wisconsin Health & Retirement Contributions Estimator to provide you with total compensation information.

The Universities of Wisconsin provides statistics on campus crime in its Annual Security Report. For more information on university campus statistics see https://www.wisconsin.edu/compliance/clery/.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.