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. 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, the 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.

• 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.
• Participate in small projects for system integrations and provide essential 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.
• Participate in recruitments for positions both within the team and with other DoIT teams.

• 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.
• Complete procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision.
• Identify, troubleshoot, resolve, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures.
• Maintain operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements.
• Assist with collecting customer information to aid in 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.
• Serve as a point of contact for individuals and groups providing standard‑level organizational information about technology resources and addressing their needs.
• Facilitate individual and group end‑user trainings, answer questions, and provide information specific to non‑routine and more complex information technology end‑user products and services.

Following a successful onboarding period of up to 6 months, the candidate may perform a combination of on‑site and remote work (60% onsite / 40% remote) subject to an approved flexible work arrangement, which is reviewed and approved annually. Remote work requires a high‑speed internet connection and a phone, and the employee must provide a university‑provided computer. Per university policy, transportation between home and assigned work location is not reimbursable.

Starting salary will be based on experience and qualifications. Well‑qualified applicants can…