Technology Support Specialist

Universities of Wisconsin • Madison, WI

2d • $65,449 - $75,000 • Onsite

About The Position

The Technology Support Specialist collaborates with other library IT staff to ensure effective access to and use of library-provided services for UW–Madison and Universities of Wisconsin faculty, staff, students, and researchers. This position supervises and supports Help Desk student employees in triaging and resolving desktop support requests, calls, work tickets, and other inquiries. The specialist also develops, documents, and enhances workflows for technology troubleshooting and service delivery, supporting a large and diverse community of users. Reporting to the Technology Operations Manager, the specialist serves as a primary liaison between technology support teams and library stakeholders by communicating system updates and outages. The position manages service desk tools, administers Windows and macOS environments, coordinates system upgrades and automation efforts, and oversees asset tracking systems with a focus on improving inventory accuracy and efficiency. The successful candidate will perform a variety of duties, including, but not limited to: Provides technical escalation support to student workers at library technology help desk locations. Acts as liaison between technology support staff and library partners and stakeholders, by communicating system changes and outages. Manages and administers service desk support tools to ensure effective management of documentation, support requests, work tickets, and other inquiries. Administers and supports Windows and macOS environments, including OS update planning, configuration management, and endpoint security. Plans, tests, and coordinates system upgrades, integrations, and automation efforts in partnership with other Library Technology Teams. Manages the technical environment for asset tracking, implementing automated solutions to optimize inventory workflows and data accuracy It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location. This position is full-time, 100%. Ongoing/Renewable

Requirements

• Experience in computer operations or technology support, particularly within a team setting (student experience will be considered)
• Excellent interpersonal and customer service skills, with the ability to build effective partnerships and communicate complex information related to IT systems and/or IT policies to a broad audience
• Demonstrated ability to independently prioritize workload, manage multiple projects and deadlines effectively, and follow-through on tasks

Nice To Haves

• Experience in user training and documentation preparation
• Experience with computer administration and support (macOS and Windows)
• Experience with hardware and software troubleshooting
• Experience with IT Asset Management
• Experience coordinating or supervising the work of others
• Experience leading and motivating teams

Responsibilities

• Assists with the development and monitoring of the unit budget (0%)
• Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns (20%)
• Assists in the development of strategic planning initiatives and unit objectives for information technology services (10%)
• Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects (20%)
• Develops and creates best practices and user documentation for end-user technology services for use in remote, hybrid, or in-person work circumstances (20%)
• Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives (30%)

Benefits

• generous paid time off
• competitively priced health/dental/vision/life insurance
• tax-advantaged savings accounts
• participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund
• generous vacation, holidays, and sick leave
• competitive insurances and savings accounts
• retirement benefits

What This Job Offers

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