Technology Solutions Specialist - Information Technology Services

Universities of Wisconsin • Whitewater, WI

1d • $60,000 - $68,000

About The Position

Attention: Information Technology Services (ITS) at the University of Wisconsin-Whitewater is seeking a Technology Solutions Specialist (IT Specialist III, IT082). Job Details: Focusing on business goals and objectives, the IT Technology Solutions Specialist delivers comprehensive, multidisciplinary IT services to support complex IT functionality and ensure strategic alignment. Reporting to the ITS Process Manager, you will serve as a "problem solver," collaborating with business stakeholders and the ITS team to identify the root causes of technology issues, research and implement effective solutions, and ensure thorough documentation and user training. You will work cross-functionally to manage projects and ensure seamless issue resolution across various IT functional groups, with a particular focus on the organization's audio/visual systems, classroom technologies, and collaboration tools.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Electronic Media, Instructional Technology, or a closely related field Or an equivalent combination of education, certifications, and directly related experience
• Minimum 8 years of professional experience in audiovisual (AV) production, AV systems, and/or AV technology support in complex environments (e.g., higher education, corporate, or large venues)
• Minimum 3 years of experience providing computer and classroom / learning space technology support
• Demonstrated experience troubleshooting and resolving complex technical issues across multiple platforms (hardware, software, network, AV)
• Experience working in a customer-facing technical support role with responsibility for incident resolution and follow-up
• Experience working cross-functionally with IT, academic, or administrative units to deliver technology solutions
• Working knowledge of installed AV systems (projectors, displays, microphones, speakers, switchers, control systems, lecture capture, and video conferencing solutions)
• Experience supporting classroom technologies (document cameras, podium PCs, control panels, presentation systems, and collaboration tools such as Zoom or Microsoft Teams)
• Proficiency with Windows and macOS operating systems, standard productivity tools (e.g., Microsoft 365), and common classroom/lab software
• Basic understanding of networking concepts relevant to AV and endpoint support (TCP/IP, VLANs, Wi-Fi, AV over IP)
• Ability to create and maintain technical documentation and user-friendly guides
• Strong customer service orientation with the ability to communicate clearly and effectively with non-technical users, both verbally and in writing
• Demonstrated ability to prioritize, manage multiple tasks or projects simultaneously, and meet deadlines
• Strong analytical and problem-solving skills, including the ability to identify root causes and propose practical solutions
• Ability to work independently with minimal supervision as well as collaboratively in a team environment
• Ability and willingness to work some evenings and weekends, as needed, to support events, maintenance windows, and urgent issues
• Ability to travel between university locations and to move, lift, or position technology equipment as required for installations and support

Nice To Haves

• Experience with livestreaming production and support, including switching, audio mixing, and live event workflows (e.g., for lectures, town halls, ceremonies, or performances)
• Knowledge of NewTek TriCaster operations, configuration, and support
• Experience with low-voltage cabling, signal flow, and AV infrastructure (terminating, testing, labeling, and documenting cable runs)
• Experience designing and supporting enterprise classroom and AV solutions, such as: AV control and switching platforms (e.g., Crestron, Extron, AMX) DSPs, audio routing, and microphone systems Zoom Rooms, Microsoft Teams Rooms, or similar room systems
• Experience with AI, AR, and/or VR technologies in instructional, research, or collaboration environments
• Familiarity with learning environments in higher education, including classrooms, labs, and specialized instructional spaces
• Experience with ServiceNow for IT service management (incident, request, change, and knowledge management)
• Experience with Monday.com or similar project/task management tools for tracking project progress and team deliverables
• Familiarity with ITIL-aligned service management practices and workflows
• Experience leading small to medium-sized technology projects, including requirements gathering, stakeholder communication, and change management
• Relevant industry certifications such as: AVIXA CTS / CTS-I / CTS-D CompTIA A+, Network+, or similar technical certifications ITIL Foundation certification Project management certification (e.g., CAPM, PMP, or Agile/Scrum certs)
• Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds
• Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills

Responsibilities

• Install, configure, and maintain diverse hardware, software, and configuration needs tailored to various university environments
• Provide technical support for complex inquiries related to hardware, software applications, technology access, and specialized multimedia equipment
• Manage the design, implementation, and ongoing maintenance of university-wide audiovisual (AV) systems and installed classroom technologies
• Deliver technical support for installed audiovisual (AV) systems across the university
• Research emerging technologies to enhance classroom and laboratory environments, and partner with ITS colleagues to evaluate, test, and pilot new solutions
• Collaborate with ITS colleagues to ensure the university’s technology infrastructure supports and aligns with AI, VR, AR, and other emerging technologies
• Research potential technology purchases and provide recommendations aligned with departmental business needs and requests
• Provide supplementary support to cross functional IT service areas, including the Help Desk, Workstation Management, Network Operation Center, as needed
• Work cross-functionally within the ITS department, utilizing and learning new technologies to troubleshoot and resolve issues efficiently
• Lead small to medium-sized projects, coordinating cross-functional deliverables and managing change processes
• Collaborate with stakeholders and ITS staff to identify issues, gather requirements, define project scopes, and manage project/problem resolution using established project management frameworks and departmental best practices
• Assist in the design and execution of complex technology system and service implementations across the institution
• Develop documentation and deliver targeted training sessions to increase technology adoption and minimize support demand
• Champion best practices, reliability, and a customer-centric approach throughout all IT support functions
• Utilize organizational tools, ServiceNow and Monday.com, for tracking activities, support tickets, and updating project statuses
• Perform all other duties as assigned by the Process Manager, Deputy CIO, and CIO

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level