Technical Support Consultant

Job Summary

This position provides multi-faceted IT support to faculty, staff, and graduate students in the College of Letters & Science (L&S) at UW-Madison. The person in this position will work collaboratively with other members of the departmental support team in the Information Technology Services (ITS) unit and will report to the IT Manager of the Department Support Team.

On a day-to-day basis, this person will primarily work on IT support tickets and related customer inquiries, independently resolving issues and requests through established service management workflows, and ensuring timely, accurate, and customer-focused solutions across a broad range of IT support scenarios. The work will be hands‑on, technical, and consultative. Additionally, this person will contribute to key IT projects, including system upgrades, hardware deployments, and process improvements.

The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of departments in L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University.

The successful candidate will have excellent organizational and problem‑solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional customer service and support to the faculty, staff, and students who use L&S ITS services and facilities.

The candidate will need to occasionally lift 25 pounds. IT support will periodically need to be performed at the customer's office on campus at UW-Madison.

• 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 modifications of complex technology hardware, software, and associated components independently
• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

College of Letters & Science, Information Technology Services

The expected salary range for this position is $57,795 to $82,647 depending on qualifications and experience. Actual pay within this range will depend on experience and qualifications. Only those with extensive relevant experience will be placed around the high end of that range.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Please review the summary of benefits for more information.

• Minimum 2 years demonstrated experience providing information technology support to end users in a professional setting
• Excellent oral, written, and interpersonal communication skills
• Minimum 1 year providing customer service

• Demonstrated experience working in a higher education environment
• Demonstrated experience providing audiovisual technology support

Associate's Degree or higher preferred

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