Desktop Support Technician - iCIT - 14224

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INTRODUCTION:

The Instructional, Communication, and Information Technology (ICIT) Department seeks a Desktop Support Technician.

JOB DUTIES:

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 Desktop 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 Desktop Support Technician is a customer facing position and works with various customers, including faculty, office staff, and campus administration.

50%   A. Technical Support for Desktops

1. Provide advanced troubleshooting skills to Desktop Support related incidents.
2. Provide advanced level support for the Help Desk, Tier-1 technicians over the phone, through web chat and in person.
3. Provide advanced level support for the Total Desktop Care technicians as needed for technology implementation.
4. Provide consistent updates and communications to the technical support teams for all open Tier-2 Desktop Support incidents.
5. 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).
6. Manage warranty related incidents with campus technology vendors.
7. Develop technical documentation for supporting campus technology.
8. Develop KB documentation and content to be used by IT support staff.
9. Follow established procedures for tracking technology problems and solutions.

35%   B. Customer Support

1. Provide second-level customer support for Desktop related questions and issues.
2. Provide communications to customers for all open incidents.
3. Work with customers to conduct assessments of technology needs and determine the best solutions to technology problems or challenges.
4. Conduct consultations with customers to assist in appropriate use of campus systems and resources.
5. Assist customers in understanding the appropriate use of campus technologies.
6. Assist users in understanding and adhering to enterprise IT standards, policies, and procedures.
7. Develop technical documentation and training materials for customers as needed.

10%   C. Research and Testing

1. Research, evaluate, and provide feedback on problematic issues.
2. Research, test, recommend and support the tools used to help other IT professionals.

5%   D. Personal and Professional Development

1. Participate in a program of personal and professional development jointly defined by the employee and management.
2. Attend local/national training, meetings and seminars as approved by management.
3. Stay abreast of changing technologies by reading professional journals, attending workshops and consulting with colleagues both internal and external to the university.

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

Highly Desired Qualifications:

• 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

CAMPUS INFORMATION:

UW-Whitewater (http://www.uww.edu) is the largest regional comprehensive university within the UW System and enjoys a reputation as a high quality residential campus located near the scenic Kettle Moraine State Forest in southeastern Wisconsin. UW-Whitewater is situated on 400 acres of land and has an annual budget of more than $219 million. UW-Whitewater is located in the community of Whitewater, which has 14,622 residents and is within convenient driving distance to the metropolitan areas of Madison, Milwaukee and Chicago. The university enrolls more than 12,000 students in more than 50 majors housed within four academic colleges. UW-Whitewater also offers 16 master’s degrees and a Doctorate in Business Administration. The university’s strategic plan can be found at: www.uww.edu/strategic-plan. It 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. UW-Whitewater is a Division III NCAA university and member of WIAC (http://wiacsports.com). The campus has over 200 student organizations and is a vital economic engine for southeastern Wisconsin.

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 26-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).

UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment.

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.

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).

TO ENSURE CONSIDERATION:

Applications received by May 17, 2018 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. 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 262-472-1072 or hrstudent@uww.edu.

For questions regarding the position please contact:

Katherine Rettmann
Office Operations Associate
262-472-7790
icithr@uww.edu

HOW TO APPLY:

Only complete application packages will be considered. A complete application includes online submission of the following documents:

• Resume
• Cover Letter
• Three Professional References

This Job ID is 14224.

Who are you?

A potential applicant who is NOT currently employed by the University of Wisconsin System, click here: UW-Whitewater External Applicants

A current employee of the University of Wisconsin System, click here: 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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