User Support Technician with Security Emphasis - ICIT-15774
This posting is no longer available.
ATTENTION:
The Department of Instructional, Communication and Information Technology (iCIT) at the University of Wisconsin - Whitewater seeks a User Support Technician with Security Emphasis (IS Specialist).
JOB DETAILS:
This position works under the general supervision of the Director of IT Operations and provides direct support to the campus community for desktop hardware, printers, mobile devices, software issues and other campus technologies. The position supports the Help Desk on a daily basis, providing support to Tier-1 technicians over the phone, chat and in person. Primary duties include diagnosing and resolving desktop problems, configuration and troubleshooting printers, mobile devices and other campus technologies. The campus environment consists of Windows & Mac operating systems.
The User Support Tech will be responsible for technical support documentation to include writing and approving knowledge base (KB) content. The position will also be responsible for management of the T-2 Desktop Support incident queue as well as resolving or completing incident tickets within campus and department defined service level objectives. The User Support Technician is a customer facing position and works with various customers, including faculty, office staff, and campus administration.
QUALIFICATIONS:
Minimum Qualifications:
- Experience in maintaining Windows and Mac operating systems and hardware
- Experience working with equipment vendors and warranty policies
- Experience troubleshooting technology support issues
- Experience with maintaining desktop systems for customers in a production environment
- Experience with tools for desktop workstation management in an enterprise environment
- Two-year degree in a technology-related field or equivalent work experience.
- Microsoft and/or Apple Certification
- Experience with HP Service Manager
- Ability to evaluate and test desktop software and different configurations
- Ability to work with customers with varied skill levels in using technology including campus executive staff
- Ability to communicate technology concepts to customers clearly in writing and speaking
- Ability to interact respectfully with people from 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
40% A. Technical Support
- Provide advanced troubleshooting skills to Desktop Support related incidents.
- Provide advanced level support for the Help Desk, Tier-1 technicians over the phone, through web chat and in person.
- Provide advanced level support for the Total Desktop Care technicians as needed for technology implementation.
- Provide consistent updates and communications to the technical support teams for all open Tier-2 Desktop Support incidents.
- Manage the Tier-2 Desktop incident queue to ensure all Desktop related issues are resolved or escalated within campus and department Service Level Objectives (SLOs).
- Develop technical documentation for supporting campus technology.
- Develop KB documentation and content to be used by IT support staff.
- Follow established procedures for tracking technology problems and solutions.
- Provide second-level customer support for Desktop related questions and issues.
- Provide communications to customers for all open incidents.
- Assist customers in understanding the appropriate use of campus technologies.
- Assist users in understanding and adhering to enterprise IT standards, policies, and procedures.
- Develop technical documentation and training materials for customers as needed.
- Manage security patching policy.
- Respond to and report on user security incidents.
- Prepare and test security software packages for distribution.
- Configure and apply workstation security polices, group policies, Windows and software updates.
- Monitor virus protection statistics and status on a regular basis.
- Monitor the distribution of security software applications, virus/malware tools, policies, and updates for completeness and effectiveness.
- Research, evaluate, and provide feedback on problematic issues.
- Participate in a program of personal and professional development jointly defined by the employee and management.
- Attend local/national training, meetings and seminars as approved by management.
- Stay abreast of changing technologies by reading professional journals, attending workshops and consulting with colleagues both internal and external to the university.
Founded in 1868, UW–Whitewater is one of eleven comprehensive universities in a public higher education system that also includes two doctoral institutions and a statewide Extension. In the fall of 2018, as a result of the University of Wisconsin System’s restructuring of the state’s 13 two-year campuses formerly known as UW Colleges, UW–Rock County began operating as a branch campus of UW–Whitewater under the new name of University of Wisconsin–Whitewater at Rock County. Together, these campuses form a preeminent academic institution driven by the pursuit of knowledge, powered by a spirit of innovation, and focused on transforming lives. The University of Wisconsin-Whitewater Main Campus and Rock County Campus are located conveniently near Milwaukee, Madison, and Chicago, and thus offers the advantage of beautiful small-town environments with easy access to the cultural and commercial opportunities of major metropolitan areas.
The Warhawk family — led by caring faculty and staff — is devoted to student success within a broad range of academic programs. UW-Whitewater has a special mission within the UW System to serve students with disabilities and, as such, embraces the principles of universal design and is one of the most accessible campuses in the state. The campuses have more than 200 student organizations and UW-Whitewater is a Division III NCAA university. UW-Whitewater is committed to seeking and sustaining a culturally and ethnically diverse campus environment, building a diverse faculty and staff with expertise and interest in serving students with diverse needs, backgrounds, ethnicities, abilities and other distinct characteristics in respectful, sensitive and understanding ways. The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and veterans.
ORGANIZATION INFORMATION:
The University of Wisconsin-Whitewater is part of the 13-campus University of Wisconsin System (https://www.wisconsin.edu).
Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a).
Per UPS Operation Policy: TC1, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.
The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.
For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see http://www.uww.edu/asfr. If you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.
To learn more about UW-Whitewater's competitive benefits packages go to our: ALEX webpage, which is our interactive benefits decision support tool.
SPECIAL NOTES:
UW-Whitewater embraces AAC&U’s LEAP principles (http://www.uww.edu/leap) and emphasizes student, staff and faculty participation in High-Impact Practices (https://www.aacu.org/resources/high-impact-practices). The Office of Research and Sponsored Programs (http://www.uww.edu/orsp) provides support for faculty scholarly and creative activities as well as other opportunities to apply for reassigned time and/or other resources to support research activities. UW-Whitewater faculty and staff also have access to technology transfer and research resources provided by WiSys (https://www.wisys.org).
CONDITIONS OF APPOINTMENT:
University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources
TO ENSURE CONSIDERATION:
Review of applications will begin November 10, 2019 and this position will remain open until filled. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process.
If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1024 or hrstudent@uww.edu.
For questions regarding the position, please contact:
Nicole Cervantes
Office Operations Associate
icithr@uww.edu
(262) 472 7790
TO APPLY:
Only complete application packages will be considered. A complete application includes online submission of the following documents:
- Resume/CV
- Cover Letter/Letter of Interest
- Three Professional/Supervisory References with contact information
Who Are You?
A potential applicant who is NOT currently employed by the University of Wisconsin System, click here and type in the Job ID: UW-Whitewater External Applicants
A current employee of the University of Wisconsin System, click here and type in the Job ID: UW-Whitewater Internal Applicants
Before you get started with the online application process, we recommend you preview the frequently asked questions (FAQs) by selecting the link below.
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