Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Candidates must be CURRENT WI residents. No relocation is allowed. This role is 100% on-site.
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.
Required Skills: 1-3 Years of experience in the below:
- 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.
Desired Skills:
- 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.
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