User Support Specialist III

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Job Category:

Academic Staff

Employment Type:

Regular

Job Profile:

User Support Specialist III

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 JR10015628; 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:

Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements

Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently

Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs

Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures

Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services

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:

• Extensive experience providing customer-focused technical support and investigating in-depth technical solutions
• 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 and MacOS support including deployment, configuration, and troubleshooting
• Experience with identity and access management
• Knowledge of network infrastructure, information security, and secure access / VPNs
• 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:

• 5+ years experience in a similar role, ideally in higher education, healthcare, research, or other regulated environments
• Experience coordinating projects including tasks such as tracking completion, following up with project partners, and communicating with those impacted by the project
• Knowledge of Linux distributions 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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• 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.
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• Contact Information: Cody Roekle , croekle@wisc.edu, 608-263-7676
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