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University of Wisconsin System

IT Help Desk Specialist II

University of Wisconsin System
Madison, WI $24 - $28/hr Full time Posted 4d ago
Active Directory Application Support Cloud Platforms Computer Skills Customer Support Device Management End User Support Hardware Support Help Desk Support Identity and Access Management Incident Management Information Technology (IT) IT Services ITIL ITSM Jamf Level II Microsoft 365 Microsoft Intune Office 365 Operating Systems Phone Support Remote Support Specialist Technical Support Video Conferencing Windows
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Job Description

Onsite in Madison, WI, the IT Help Desk Specialist II provides first-line technical support for users, handling both on-site and remote help desk tasks with a focus on timely, effective service.

Responsibilities

  • Deliver high-quality customer service across a broad set of computing technologies, including desktops, laptops, mobile devices, phones (mobile and VoIP), printers, operating systems, and software applications.
  • Respond to, troubleshoot, and resolve ticketed issues.
  • Communicate with end users in a professional and timely manner for all incidents and requests.
  • Troubleshoot via email, phone, the ticketing system, instant messaging, and remote access software.
  • Identify trends in incidents and coordinate responses to widespread issues.
  • Work toward resolving all assigned tickets and escalate only when specialized knowledge is required outside your area of expertise.
  • Escalate tickets as necessary.
  • Perform setup and configuration of end user devices.
  • Install and configure hardware, operating systems, and software.
  • Manage workstation fleet inventory and keep the CMDB up to date.
  • Deliver and configure hardware for users.
  • Create and deliver reports to leadership.
  • Provide guidance and training to end users for new and existing hardware, operating systems, and software packages.
  • Maintain awareness of trends and regulations to ensure effectiveness and compliance.
  • Manage equipment lifecycle, including commissioning, decommissioning, and e-waste recycling.

Requirements

  • Two or more years of technical support experience for end users on Windows and Mac workstations.
  • Two or more years installing and troubleshooting hardware and software in a professional setting.
  • Two or more years supporting common business applications such as the Microsoft 365 suite, web conferencing tools, and Adobe products.
  • Two or more years delivering high-quality customer service with excellent communication.

Technologies

  • Windows
  • Mac
  • Microsoft 365
  • Web Conferencing tools
  • Adobe
  • Active Directory
  • Microsoft Intune
  • Jamf
  • Remote access software
  • ITIL

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