Desktop Support Technician

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. We also support short and long‑term technical projects to meet campus needs.

This position provides technical expertise in the General Desktop Support (GDS) team and reports to the team manager. Technicians possess a strong understanding of Windows and macOS platforms, network administration, and scripting, and execute project tasks while communicating clearly with team members and customers.

• Perform hands‑on troubleshooting with customers, equipment delivery, and employee onboarding related to IT equipment.
• Maintain and create technical documentation and manuals.
• Act as the primary point of contact for technical support.
• Participate in small projects for system integrations and provide training to colleagues and customers.
• Collaborate with team members and other DoIT teams to serve as an escalation point for complex technical issues.
• Manage customer communications and issue escalations.
• Assist with recruiting for positions within the team and with other DoIT teams.
• Participate in regular meetings with key customers to discuss service levels, contract status, and future planning.
• Develop and maintain hardware inventory and replacement schedules for customer‑owned equipment, communicating schedules to customers and supervisors.
• Complete procurements, installations, configurations, repairs, and modifications of technology hardware, software, and components.
• Identify, troubleshoot, resolve, and/or escalates basic and complex data, network connectivity, client/server processes, and application issues according to policies and procedures.
• Maintain operational functions of technology systems to ensure appropriate integration, compatibility, and functionality.
• Collect customer information to aid technology selection and provide on‑site desktop support at the customer location in a timely manner.
• Serve as a point of contact for individuals and groups providing standard—level organizational information about technology resources and addressing their needs.
• Facilitate end‑user training, answer questions, and provide information on non‑routine and complex IT products and services.
• Collect and document work within an incident management system and collaborate with other DoIT technical teams.

• Frequently move IT equipment weighing 20 pounds across campus.
• Frequently position self to maintain computers under desks.

Following a successful onboarding period of up to 6 months, the position may include a combination of on‑site and remote work (60% on‑site, 40% remote) subject to an approved flexible work arrangement (FWA) reviewed annually. Remote work requires the candidate to possess high‑speed internet and a phone to perform work on a university‑provided computer. Transportation between home and work location is not reimbursable.

• Demonstrated experience providing IT support to end users in a professional setting.
• Experience with hardware and software troubleshooting, network troubleshooting, and working with objects in Active Directory, including printer provisioning.
• Experience managing the full lifecycle of operating systems from deployment and configuration to advanced troubleshooting for Windows and macOS on various hardware models.
• Experience using one or more endpoint management tools such as Omnissa Workspace One, Microsoft Intune, HCL Big Fix, or Microsoft SCCM/Config Mgr.

• Experience with scripting to automate repetitive tasks, streamline workflows, and manage computer configurations.
• Current certifications such as CompTIA A+, CompTIA Security+, CompTIA Network+, or Microsoft certifications.
• Demonstrated ability to configure a variety of wired and wireless devices, considering standard networking (DHCP, DNS, subnetting) and security best practices.

Associate's Degree Preferred Minimum.

Starting salary will be based on experience and qualifications, ranging…