User Support Specialist

Job Summary

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.

Location and hours:
In-person, onsite at a designated campus work location, 8 AM–5 PM, Monday through Friday. Full‑time, 100%.

• 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%).

• 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.

• 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.

Bachelor’s degree in information technology, computer science, information systems, or a related field preferred.

Starting salary will be based on experience and qualifications. Well‑qualified applicants can anticipate earning between $26.00 – $29.50 per hour. This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax‑advantaged savings accounts, and participation in the Wisconsin Retirement System pension fund. For a summary of benefits, see https://(Use the "Apply for this Job" box below). or .

Abram Hopp, abram.hopp, (608) 890‑1795

Qualified applicants will receive consideration for employment without…