The IT Help Desk Specialist (official title: IT Help Desk Specialist II) serves as the first point of contact for customers seeking technical assistance. The IT Help Desk Specialist will work onsite providing help desk support to both onsite and remote users.
Key Job Responsibilities: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
- Troubleshooting by email, phone, ticketing system, IM, and remote access 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, operating systems, and software packages
- Maintain awareness of trends and regulations to ensure effectiveness and compliance
- Manage equipment lifecycle, commissioning, decommissioning, and e-waste recycling
Knowledge, Skills, Abilities
- Excellent organizational and time management skills.
- Ability to work collaboratively with others on common goals, projects, and tasks
- Ability to professionally communicate with small and large groups of stakeholders
- Ability to maintain clear and thorough records of support tickets, resolutions, and user interactions
- Knowledge of best practices for cybersecurity, such as password management, phishing awareness, and compliance requirements.
- Excellent analytical 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 with both tech savvy and non-tech savvy audiences
- Experience prioritizing multiple assignments and managing workload
The Office of Learning & Information Technology Services (OLITS) is dedicated to supporting the use of technology to enhance the teaching and learning mission of the UW System institutions. OLITS staff have responsibility for systemwide collaboration and enhancement of six major areas of Information Technology: 1) overall systemwide IT planning 2) technology for teaching and learning, library automation and collections enhancement 3) support for major IT infrastructure and administrative systems 4) wide area networking issues 5) information security and policy, and 6) research and development in emerging technologies.
In addition, OLITS develops and supports information technology systems and services that allow UW System Administration staff to perform their responsibilities effectively and efficiently.
Compensation:
The IT Support Specialist (official title: IT Help Desk Specialist II) is a full-time hourly (non-exempt) university staff position.
Well-qualified candidates can expect a starting rate between $24.00 - $28.00 per hour commensurate with the candidate’s education, related experience, and qualifications.
Two (2) or more years experience providing technical support to end users using Windows and Mac workstations
Two (2) or more years experience installing and troubleshooting hardware a software in a professional setting
Two (2) or more years experience supporting common business applications such as Microsoft 365 suite, Web Conferencing tools, Adobe, etc.
Two (2) or more years experience providing high-quality customer service and maintaining excellent communication
Two (2) or more years experience with account management systems such as Active Directory
Two (2) or more years experience with enterprise endpoint management tools, such as Microsoft Intune and/or Jamf
Experience utilizing ITIL principles including incident management, change management and service request management
Experience providing technical support in a higher education environment
Experience with user education, training and creating support documentation
The office is located at 780 Regent St. in Madison, WI. Due to the nature of this position, the incumbent will work 100% on site with no possibility for remote work.
How to Apply:Applicant screening will begin immediately and be ongoing through August 2, 2026. However, applications may be accepted until the position has been filled. To receive full consideration, applicants are required to apply online and provide in PDF format a Resume and Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications. Contact Information:Questions may be addressed to Kristina Williston, HR Generalist, at [email protected]
Accommodation RequestIf you need to request an accommodation because of a disability, you can find information about how to make a request by contacting [email protected].
Criminal Background Check and Reference Check Policy
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.
Employment Authorization
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.
Confidentiality
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).
Benefits InformationUniversities 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.
Clery Act informationThe 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/.
UW is an Equal Opportunity EmployerQualified 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.
Skills Required
- Two (2) or more years experience providing technical support to end users using Windows and Mac workstations
- Two (2) or more years experience installing and troubleshooting hardware and software in a professional setting
- Two (2) or more years experience supporting common business applications such as Microsoft 365 suite, Web Conferencing tools, Adobe, etc.
- Two (2) or more years experience providing high-quality customer service and maintaining excellent communication
- Ability to work 100% on site at Madison, WI (no remote work)
- Successful completion of criminal background check and reference check
- Applicants must be authorized to work in the United States without employer sponsorship
- Two (2) or more years experience with account management systems such as Active Directory
- Two (2) or more years experience with enterprise endpoint management tools, such as Microsoft Intune and/or Jamf
- Experience utilizing ITIL principles including incident management, change management and service request management
- Experience providing technical support in a higher education environment
- Experience with user education, training and creating support documentation
What We Do
The Universities of Wisconsin is a public university system that serves approximately 161,000 students and awards nearly 37,000 degrees annually, acting as a talent pipeline for the state.
