DoIT General Help Desk Technician

Job Summary

Join the UW‑Madison DoIT Help Desk team as an IT Help Desk Specialist I to support campus technologies that further teaching, learning, and research. The Help Desk provides on‑site support and remote assistance via phone, chat, and email for services such as Office 365, Zoom, Canvas, multi‑factor authentication, and more. The role works with full‑time staff and student team members in a diverse, inclusive environment.

The staff member will be required to be onsite full‑time during the initial year. After a successful onboarding period of up to 12 months, a flexible work arrangement may allow a combination of onsite and remote work (60% onsite / 40% remote). Remote work requires a university‑provided computer, personal high‑speed internet, and phone. Transportation between home and work is not reimbursable and must be covered by the employee.

• Document inquiries and responses per established policies and propose procedural improvements to unit leadership.
• Identify, troubleshoot, resolve, and/or escalates routine and first‑level technical problems for various products and services under close supervision.
• Receive and respond to inquiries, providing routine technical information through multiple communication mediums.

Required

• Exceptional performance in a customer service environment.
• Experience with a ticketing system to enter troubleshooting steps and detailed notes while working with customers.
• Working knowledge of both Windows and macOS operating systems and common software applications such as word processing, databases, graphics, multimedia, and antivirus/anti‑malware solutions.

Preferred

• Knowledge of higher education environment and its products and services.
• Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
• Experience with computer hardware and software troubleshooting and/or repair.
• Experience resolving computer issues across phone, chat, email, and remote support using remote access tools.

• Frequently lift and carry materials weighing up to 25 lb unassisted and stand, stoop, twist, and bend routinely and repeatedly during an 8–10 hour shift.

Starting salary ranges from $21/hr to $26/hr, depending on experience and qualifications. Benefits include generous vacation, holidays, sick leave, competitive insurance, retirement savings, and additional benefits found at (Use the "Apply for this Job" box below)..

The University of Wisconsin‑Madison is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran, in compliance with federal regulations and UW System policies.