IT Support Technician - Information Technology Services

** Attention:
** The Department of Information Technology Services at the University of Wisconsin-Whitewater seeks an IT Support Technician on the Extended Services Shift (IT Help Desk Specialist III, IT047).
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* Job Summary:

** The IT Support Technician provides elevated, hands-on technology support for university employees, students, classrooms, events, and campus systems. This position independently investigates and resolves technical issues escalated beyond initial Help Desk support; troubleshoots Windows and macOS devices and applications; supports select enterprise systems; and assists with system upgrades and technology projects. The position develops documentation, procedures, and tools that improve IT support operations and works directly with technical and non-technical users to provide responsive, professional customer service while taking ownership of problems through resolution or appropriate escalation.

This hands-on role offers opportunities to build experience in advanced troubleshooting, enterprise technology support, system upgrades, projects, and service improvement. Hours are Tuesday-Thursday, 11:00 am - 8:00 pm;
Friday, 12:00 - 6:00 pm; and Saturday, 9:00 am - 4:00 pm.

Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service to support mission activities of the institution through information technology (IT). This position reports to the Strategic Services Manager.
** Work Schedule and Expectations:
** This salaried position generally requires approximately 45 hours per week to fulfill position responsibilities effectively. This is an on-site position. Adjusted hours will be required occasionally to support operational priorities, project deadlines, university needs, or other position-related responsibilities.
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* Job Responsibilities:

*** Troubleshoots and resolves escalated complex technical problems for various products and services independently
* Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
* Documents inquiries and responses and recommends procedural improvements to unit leadership
* Develops operational procedures to improve customer satisfaction and promote efficiency
* Provides first level support for select university systems
* Provides technology support for university events as needed
* Trains staff on operational work procedures to ensure adherence to existing policies
* May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
* May require adjustment to regularly scheduled hours to meet university needs.
* All other duties as assigned by the CIO or Deputy CIO
** CONDITIONS OF APPOINTMENT:
** University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources.
** UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.**##
** Key

Job Responsibilities:

*** May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
* Troubleshoots and resolves escalated complex technical problems for various products and services independently
* Develops operational procedures to improve customer satisfaction and promote efficiency
* Receives and responds to inquiries and provides complex technical information through various communication…