Desktop Support Specialist

Job#: 3019083

Job Description:

Job Summary:

Wisconsin Public Media (WPM) ( is excited to invite applications for a User Support Specialist I to join our IT team. This is a fantastic opportunity for someone who loves to solve problems, learn new technologies, and work directly with the creative storytellers, from our radio hosts to our TV producers, at the heart of WPM's public service mission. As our User Support Specialist I, you will be the welcoming, first point of contact for all our colleagues. In this hands-on role, you'll be responsible for:

Providing frontline support for the tools our teams use every day, including Office 365,

Google Workspace, Windows/Mac applications, printers, and file shares.

Troubleshooting day-to-day tech challenges, setting up new equipment, and working

with staff to solve their problems.

Learning about and helping with the workflows staff use to create media.

Your work is essential as it enables our staff to have the reliable technology they need to create,

produce, and share their work with audiences across the state.

We are seeking a candidate who is a curious and creative problem-solver, values collaboration,

and is genuinely driven by our mission. This role will report to the User Support Services

Manager and will be located on-site in Vilas Hall at UW-Madison.

We are committed to equitable, unbiased hiring processes, flexible work environments, and

ongoing, open conversations and reviews of diversity, equity and inclusion in our content and

workplace.

Responsibilities:

Assists with the delivery of routine information technology (IT) support services to end users in

support of institutional technology operation. May serve as an initial point of contact for

customers.

Assists with basic procurement, installation, configuration, repair, and modification of

various technology hardware, software, and associated components under close

supervision

Identifies, troubleshoots, resolves, and/or escalates basic data, network connectivity,

client/server processes, and application issues according to established policies and

procedures

Assists with the operational maintenance of technology systems to ensure appropriate

integration, compatibility, and functionality according to established user requirements

Serves as an initial point of contact for individuals and groups providing basic

organizational information about technology resources and addressing their needs

Unique

o Assists in maintaining internal knowledge base documentation and creating new

documents for common technical issues.

o Provides basic, one-on-one instruction and guidance to end-users on the use of

standard hardware, software, and business applications.

Education:

H.S. Diploma Preferred Minimum

Qualifications:

Required Qualifications:

Demonstrated experience in a customer-facing role with strong active listening skills and

a focus on professional, empathetic support.

Excellent verbal and written communication skills, with the ability to understand user

needs and explain basic technical concepts to non-technical users.

Experience supporting modern computer hardware (desktops, laptops) and operating

systems (Windows 10/11, macOS).

Ability to apply practical, logical troubleshooting to identify, resolve, or escalate basic

technical issues

Demonstrated curiosity and a strong eagerness to learn new skills, technologies, and

support procedures.

Ability to work both independently and collaboratively within a team.

Ability to accurately follow established policies, procedures, and documentation.

Preferred Qualifications

Experience using a ticketing system to help customers

Experience with applications like Microsoft 365 or Google Workspace.

Basic understanding of Active Directory (e.g., password resets) and fundamental

networking concepts.

Experience providing technical support in a higher education or public-sector

environment.

We recognize that qualified applicants come from a variety of backgrounds, life experiences,

and levels of educational access. We encourage you to apply even if you don't match all of the

preferred qualifications listed above.

Work Type:

Full Time: 100%

This position is primarily onsite with occasional flexibility for remote work.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.