Support Jobs in Menomonie, WI

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3d ago

Help Desk Supervisor

University of Wisconsin Stout Menomonie, WI

Menomonie, WI

3d ago

$67k - $67k/yr Contract Application Support Cloud Platforms Customer Service

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Job Description

The Help Desk Supervisor oversees the UW-Stout CTS Help Desk, directing student staff, the student laptop program, and campus hardware and software support.

Responsibilities

Act as the primary supervisor for escalated customer support requests
Direct the daily activities of student support staff
Mentor and lead student support workers, providing training and day-to-day guidance for clients and application systems
Establish policies and procedures to sustain high service performance, monitor staff satisfaction, and provide feedback to the CTS Director for process improvements
Ensure team members receive necessary education and training by identifying needs and communicating requests to the CTS Director
Foster a team environment built on trust, open communication, creative thinking, and cohesive collaboration
Recognize and report notable team and individual achievements to the CTS Director
Track team and individual performance and escalate problems to the CTS Director when needed
Apply strong analytical skills and meticulous attention to detail in daily work
Analyze trends, document findings, and implement corrective actions when appropriate
Define problems, establish facts, and draw valid conclusions
Collect and interpret data to resolve issues requiring specialized knowledge, and develop reporting to reveal help desk trends
Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly
Escalate unresolved issues to the CTS Director
Ensure customer satisfaction by responding to Technology Helpdesk inquiries
Serve as the front-line phone support technician during assigned shifts
Log all customer questions and problems and track progress to resolution
Provide troubleshooting for hardware, software, or network issues on student laptops
Assist in maintaining inventories of student laptops and accessories
Participate in the deployment and return processes for student laptops
Support the overall functionality of the student laptop project in classrooms through hardware, software, and networking
Contribute to planning laptop images for use on student devices
Provide expertise on installing and maintaining software specific to the student laptop program
Utilize existing databases and help develop data applications used to track laptop information
Provide requested laptop data to business, purchasing, and finance departments to support deployments and purchase orders
Offer professional assistance when working toward customer solutions or escalate to the appropriate technician
Perform callbacks when call volume is low to maintain help desk activity
Adhere to published helpdesk procedures
Assist student staff and provide professional guidance regarding the student laptop program
Respond to emails, phone inquiries, and self-service requests related to the student laptop program

Requirements

Associate degree in information technology, Computer Science, Business Administration, or equivalent experience
Strong customer service orientation
Demonstrated organizational skills
Demonstrated interpersonal and communication skills
Demonstrated troubleshooting techniques
Demonstrated knowledge of technologies related to personal computer systems
Experience operating in Mac and Windows environments
Experience identifying trends and patterns in technology issues
Knowledge of techniques to establish and maintain effective working relationships with staff and customers
Experience with a Service Desk Ticketing system

Technologies

Office 365
Mac OS
Windows
Service Desk Ticketing system

Benefits

Wisconsin State retirement plan
Comprehensive benefits package

Department

Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology services, delivering online and in-person technical support and guidance. CTS connects students, staff, and faculty with resources and tools to meet their technology needs and oversees the eStout Laptop Program, which provides hardware, software, and support to students.

Compensation

Salary: USD 67,000 per year
Competitive salary commensurate with qualifications and experience

Preferred Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
Three or more years of technical environment experience
Experience supervising or managing a technology help desk
Experience in higher education
Knowledge of Microsoft products, including Office 365
Experience supporting mobile devices
Knowledge of basic principles of classroom technology

How to Apply

Applications received by end of day July 27, 2026 will receive full consideration
Applications submitted after this date may be reviewed at the discretion of the search committee
To apply, click the APPLY button or visit https://www.uwstout.edu/about-us/careers-jobs
Required materials: Cover letter and Resume
In your cover letter address each required qualification with specific examples from your work history
Complete all required fields and attach all required documents before submitting online
Official transcripts may be required prior to an offer
After submission, changes cannot be made in the system
Preview FAQs at https://kb.uwss.wisconsin.edu/21900
Ensure you address all minimum qualifications in your cover letter

Contact Information

Search Chair: David Ackley | Email: ackleyd@uwstout.edu
Search Coordinator: Lori Bergeron Sweitzer | Email: sweitzerl@uwstout.edu

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