Desktop Support Technician

Current Employees:
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Job Category:
University Staff


Employment Type:
Regular


Job Profile:
User Support Specialist II


Job Summary:

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin-Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW-Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus.

This position provides technical expertise in the General Desktop Support (GDS) team and will report to the manager of that team. Technicians in this position possess an understanding of IT technologies and serve as a subject matter expert. They have a strong understanding of Windows and macOS platforms, network administration, and scripting. This position requires a blend of hands-on technical skills, ability to execute project tasks, and excellent communication skills to provide clear and consistent expectations to both team members and customers.

As a Desktop Support Technician, you will provide specialized technical support to assist customers in the planning, deployment, and support of Windows and Mac endpoints, network administration, file access permissions management, and other IT related activities. You will resolve customer issues, maintain computer inventories, document work within an incident management system, collaborate with other DoIT technical teams, and participate in small projects which are initiated by both operational and customer needs.

Responsibilities include:

• Perform a variety of technical tasks such as hands-on troubleshooting with customers, equipment delivery, and employee onboarding relating to the use of IT equipment.
• Create new and maintain existing technical documentation.
• Serve as a key point of contact for technical support.
• Participating in small projects for system integrations and providing essential training to colleagues and customers.
• Collaborating with team members and other DoIT teams to serve as an escalation point for complex technical issues.
• Managing customer communications and issue escalations.
• Participating in recruitments for positions both within the team and with other DoIT teams.

Following a successful onboarding period of up to 6 months, the candidate selected for this position may perform a combination of on-site and remote work (60% onsite/40% remote) subject to an approved flexible work arrangement (FWA), which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer.

Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:

• Frequently moves IT equipment weighing 20 pounds across campus and delivers to end users.
• Frequently positions self to maintain computers under desks

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.


Key

Job Responsibilities:

• Participate in regular meetings with key customers to discuss service levels, contract status and future planning activities

• Assist with developing and maintaining hardware inventory and replacement schedules for customer owned equipment. Communicate these schedules to both the customer and supervisor

• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision

• 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

• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements

• Assist with collecting customer information aiding with the selection of technology to meet functional requirements. Provide on-site desktop support for customers at the customer location in a timely manner that meets defined service level targets

• Serves as a point of contact for…