Desktop Support Technician

Current Employees:
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Job Category: Academic Staff

Employment Type: Regular

Job Profile: User Support Specialist III

Job Summary:
Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin-Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW-Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus.

This position provides technical expertise in the General Desktop Support (GDS) team and will report to the manager of that team. Technicians in this position possess a strong understanding of IT technologies and serve as a subject matter expert. They have a strong understanding of Windows and macOS platforms, network administration, and scripting. This position requires a blend of hands-on technical skills, small project coordination capabilities, and excellent communication skills to provide clear and consistent expectations to both team members and customers.

As a Desktop Support Technician, you will provide specialized technical support to assist customers in the planning, deployment, and support of Windows and Mac endpoints, network administration, file access permissions management, and other IT related activities. You will be resolve customer issues, maintain computer inventories, document work within an incident management system, collaborate with other DoIT technical teams, and participate in and lead small projects which are initiated by both operational and customers needs.

Occasionally, you will be performing these functions in a health care setting where additional training will be provided.

Responsibilities include:

• Perform a variety of technical tasks supporting Windows and Mac endpoints, customer processes and unique hardware, and end user applications.
• Serve as a key point of contact for technical support.
• Participate in and lead small projects for system integrations and provide essential training to colleagues and customers.
• Collaborating with team members and other DoIT teams to serve as an escalation point for complex technical issues.
• Mentoring, guiding and leading other staff with technical activities.
• Managing customer communications and issue escalations.
• Participating in recruitments for positions both within the team and with other DoIT teams.

This position is eligible for partial remote-work (60% onsite / 40% remote). The candidate selected for this position may perform a combination of on-site and remote work following a successful onboarding period of up to 12 months and is subject to an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university-provided computer.

Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:

• Frequently moves IT equipment weighing 20 pounds across campus and delivers to end users.
• Frequently positions self to maintain computers under desks

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

Key

Job Responsibilities:

• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

• Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services

• Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs

• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements

• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures

• Completes procurements, installations, configurations, repairs, automations, and…