IT User Support Specialist I
About The Position
Wisconsin Public Media (WPM), a division of the University of Wisconsin–Madison, is excited to invite applications for an IT User Support Specialist I to join our 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 IT 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. This is a full-time, 40 hour a week position. This position is Ongoing/Renewable. This is a full-time position that works core business hours, Monday – Friday, 8:30 a.m.–5:00 p.m onsite at Vilas Communication Hall on the UW-Madison campus. This position may require responsiveness and the ability to address urgent needs that arise outside of standard business hours. This position requires the ability to sit or stand at a desk and use a computer, keyboard, and mouse for several hours at a time. The role also requires occasionally lifting and carrying supplies up to 30 lbs such as monitors, PCs and other tech equipment.
Requirements
- Experienced in engaging directly with customers, using attentive listening and a supportive, professional approach to assist users across varying technical skill levels.
- 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.
Nice To Haves
- Experience using a ticketing system (osTicket, Zendesk, Freshdesk, etc) 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.
- Familiarity with audio/video recording equipment.
Responsibilities
- 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
- Assists with basic procurement, installation, configuration, repair, and modification of various technology hardware, software, and associated components under close supervision
- Assists in maintaining internal knowledge base documentation and creating new documents for common technical issues.
- Provides basic, one-on-one instruction and guidance to end-users on the use of standard hardware, software, and business applications.
Benefits
- This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund.
- For a summary of benefits, please see https://www.wisconsin.edu/ohrwd/benefits/download/fasl.pdf.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
