User Support Specialist II

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Job Category:

University Staff

Employment Type:

Regular

Job Profile:

User Support Specialist II

Job Summary:

The Office of Information Technology in the UW School of Medicine and Public Health is seeking an IT User Support Specialist to join our talented and self-motivated team of IT professionals.

This position provides comprehensive computing support and standard software training to our faculty and staff. This will require primarily on-site work within the hospital campus and occasional work at other buildings on or near the UW campus. There are opportunities for remote work after an initial training period of about 6 months.

The ideal candidate for this position will be a motivated self-starter and willing to work with a team of dedicated and knowledgeable support professionals. Responsibilities will include daily support of user endpoints, consulting with faculty and staff on technology solutions, endpoint deployment, and life cycle management.

The infrastructure includes a combination of Windows and Apple platforms, mobile computing platforms, custom applications, secure remote access services, A/V systems, and endpoint management systems. The environment is fast paced and leverages multiple support delivery methods including face-to-face and remote troubleshooting.

This position may require some work to be performed in-person, onsite, at a designated campus work location. Some work may be performed remotely, at an offsite, non-campus work location. (80% onsite/20% remote)

Work Schedule: Monday through Friday 8:00a.m.- 4:30p.m.CT

This vacancy is being announced simultaneously with JR10015630; please note that only one vacancy exists. Having two job postings allows the School of Medicine and Public Health to consider candidates for both a User Support Specialist II and User Support Specialist III title. The title is determined by the experience and qualifications of the finalist.

Key Job Responsibilities:

Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures

Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services

• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
• Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs
• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision

Department:

School of Medicine and Public Health, Office of Information Technology, User Support Services.

The Office of Information Technology in the UW School of Medicine and Public Health delivers reliable, high‑quality technology services in support of the school’s academic, clinical, research, and administrative missions. It is comprised of multiple service lines to support the different aspects of IT, and this role falls into the User Support Service Line.

The User Support Service Line is comprised of around 60 people and aims to provide a collaborative and standardized approach for supporting users and endpoints across the School of Medicine and Public Health.

Required Qualifications:

• Demonstrated experience providing customer-focused technical support
• Experience with ITSM tools/help desk ticketing software
• Experience using centralized endpoint management tools such as SCCM/Configuration Manager, or Workspace One
• Demonstrated knowledge with Windows support including deployment, configuration, and troubleshooting
• Knowledge of identity and access management
• Strong oral and written communication skills, including the ability to communicate technical concepts to a variety of audiences
• Ability to think critically and solve complex problems

Preferred Qualifications:

• 2+ years experience in a similar role, ideally in higher education, healthcare, research, or other regulated environments
• Involvement with large scale projects, including acting as a resource and completing project tasks
• Knowledge of MacOS configuration and support
• Education: Associate's degree preferred;
• How to Apply: For the best experience completing your application, we recommend using Chrome or Firefox as your web browser.
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• Important: The application has only one attachment field. Upload the following documents in that field, either as a single combined file or as multiple files in the same upload area. Failure to submit the required documents will result in no longer being considered for the position.
• Cover letter (required)
• Resume (required)
• Your cover letter should address how your training and experience aligns with the required and preferred qualifications listed above. Application reviewers will rely on these written materials to determine which applicants move forward in the process. References will be requested from final candidates. All applicants will be notified once the search concludes and a candidate is selected.
• University sponsorship is not available for this position, including transfers of sponsorship and TN visas. The selected applicant will be responsible for ensuring their continuous eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of an employer sponsorship) on or before the effective date of appointment. This position is an ongoing position that will require continuous work eligibility. If you are selected for this position you must provide proof of work authorization and eligibility to work.
• The department will not be able to support a request for a J-1 waiver. If you choose to pursue a waiver and apply for our position, neither the UW nor UWMF will reimburse you for your legal or waiver fees.
• Contact Information: Cody Roekle , croekle@wisc.edu, 608-263-7676
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