User Support Specialist - UW-Madison

If you are interested in this position: Download the skills matrix using the button below and fill it out. Email us and attach the completed skills form and your most recent resume to us at:

Please include '
10326WI Skills Form
' and your name in the subject line.

NOTE:
Candidates MUST be WI resident. No relocation allowed. This role is 100% on-site with occasional flexibility for remote work
. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Our client is looking for a User Support Specialist to be the welcoming first point of contact for all of their colleagues. This is a fantastic opportunity for someone who loves to solve problems, learn new technologies, and work directly with the creative storytellers, from radio hosts to TV producers, at the heart of public service mission.

Tasks

• Providing frontline support for the tools our teams use every day, including Office 365, Google Workspace, Windows/Mac applications, printers, and file shares.
• Troubleshooting day-to-day tech challenges, setting up new equipment, and working with staff to solve their problems.
• Learning about and helping with the workflows staff use to create media.
• Assists with the delivery of routine information technology (IT) support services to end users in support of institutional technology operation.
• May serve as an initial point of contact for customers.
• Assists with basic procurement, installation, configuration, repair, and modification of various technology hardware, software, and associated components under close supervision
• Identifies, troubleshoots, resolves, and/or escalates basic data, network connectivity, client/server processes, and application issues according to established policies and procedures
• Assists with the operational maintenance of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• Serves as an initial point of contact for individuals and groups providing basic organizational information about technology resources and addressing their needs
• Assists in maintaining internal knowledge base documentation and creating new documents for common technical issues.
• Provides basic, one-on-one instruction and guidance to end-users on the use of standard hardware, software, and business applications.

Knowledge, Skills and Abilities Required:

• Excellent verbal and written communication skills, with the ability to understand user needs and explain basic technical concepts to non-technical users.
• Demonstrated curiosity and a strong eagerness to learn new skills, technologies, and support procedures.
• Ability to work both independently and collaboratively within a team.
• Curious and creative problem-solver, values collaboration, and is genuinely driven by mission

• 1-3 years - Demonstrated experience in a customer-facing role with strong active listening skills and a focus on professional, empathetic support.
• 1-3 years - Experience supporting modern computer hardware (desktops, laptops) and operating systems (Windows 10/11, macOS).
• 1-3 years - Ability to apply practical, logical troubleshooting to identify, resolve, or escalate basic technical issues
• 1-3 years - Ability to accurately follow established policies, procedures, and documentation.
• Experience using a ticketing system to help customers
• Experience with applications like Microsoft 365 or Google Workspace.
• Basic understanding of Active Directory (e.g., password resets) and fundamental networking concepts.
• Experience providing technical support in a higher education or public-sector environment.