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DoIT Desktop Support Technician

JOB SUMMARY:
The Division of Information Technology (DoIT) General Desktop Support (GDS) team serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus. UW-Madison consists of 13 schools and colleges, over 24,000 faculty/staff, a student enrollment of over 45,000, and over $1.3B in annual research expenditures. The atmosphere on campus is vibrant contributing to an exciting working environment where collaboration and learning are encouraged.

This position works under the general guidance of the Associate Director of Departmental Support and the GDS Team Lead. Departmental Support technicians develop technology solutions and provide support for a wide variety of technology-driven devices, services, and solutions supporting the goals and mission of the university.

As a Desktop Support technician, you will work with campus customers to assist in the planning, deployment, and daily support of endpoints in use around campus. This involves resolving customer issues, documenting work within an incident management system, and deploying new and replacement systems for a diverse customer and product base. You will act as a technology liaison between these departments and other technology organizations, bridging the gap between customers and internal service providers.

RESPONSIBILITIES:

INSTITUTIONAL STATEMENT ON DIVERSITY:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

EDUCATION:
Preferred
H.S. Diploma

QUALIFICATIONS:
Required
-Formal IT-related coursework or training; or demonstrated experience providing information technology support to end users in a complex environment
-Experience with using operating system deployments and related software programs such as Microsoft MDT.
-Knowledge and experience with Windows or Mac desktop support in a Microsoft Active Directory environment
-Excellent oral, written and interpersonal communication skills

Preferred
-Familiarity with networking and security concepts
-Experience with Active Directory administration
-Exceptional customer service skills
-Experience working with a Help Desk ticketing system
-Technical certifications (CompTIA, Microsoft, Apple, etc.) or the ability to acquire certification within the first 12 months on the job
- Ability to diagnose and resolve end user issues and physically deploy systems to employee workspaces on campus
- Demonstrated functional knowledge of Powershell or other scripting languages required for consideration of Level II

COVID-19 CONSIDERATIONS:
UW-Madison continues to follow necessary health and safety protocols to protect our campus from COVID-19. All employees remain subject to the COVID-19 Workplace Safety Policy: https://policy.wisc.edu/library/UW-5086. Please visit https://covidresponse.wisc.edu for the most up-to-date information.

WORK SCHEDULE:
M-F 7:45am-4:30pm

WORK TYPE:
Full Time: 100%

The candidate selected for this position may perform a combination of on-site and remote work 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.

APPOINTMENT TYPE, DURATION:
Ongoing/Renewable

SALARY:
Minimum $22.00 HOURLY
Depending on Qualifications
Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

ADDITIONAL INFORMATION:
Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.

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

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

HOW TO APPLY: