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Desktop Support Technician

University of Wisconsin–Madison Madison, WI

Madison, WI

Today

$28 - $34/hr Full time Active Directory Cloud Platforms Computer Skills

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Job Description

Provide specialized desktop and endpoint support for Windows and macOS users, including networking support, access permissions, and end user training in a hybrid environment in Madison.

Responsibilities

Deliver hands-on desktop support, including troubleshooting with customers and supporting equipment delivery
Support employee onboarding for IT equipment and endpoint use
Act as a key point of contact for technical support inquiries
Create, maintain, and update technical documentation
Participate in small projects involving system integrations
Provide essential training to colleagues and customers, including individual and group end user trainings
Answer end user questions and share information for non-routine and more complex technology products and services
Serve as an escalation point for complex technical issues in collaboration with team members and other DoIT teams
Manage customer communications and handle issue escalations
Maintain operational functions of technology systems to support integration, compatibility, and functionality per user requirements
Assist with collecting customer information to support selection of technology that meets functional requirements
Provide timely on-site desktop support at customer locations to meet defined service level targets
Identify, troubleshoot, resolve, and/or escalate basic and more complex issues across data, network connectivity, client/server processes, and applications per established policies and procedures
Complete procurements, installations, configurations, repairs, and modifications of technology hardware, software, and associated components under general supervision
Assist with developing and maintaining hardware inventory and replacement schedules for customer-owned equipment, and communicate schedules to customers and the supervisor
Participate in recruitments for team positions and roles across other DoIT teams
Attend regular meetings with key customers to discuss service levels, contract status, and future planning activities
Provide standard-level organizational information about technology resources and address end user needs for individuals and groups

Requirements

Demonstrated experience providing IT support to end users in a professional setting
Demonstrated experience with hardware and software troubleshooting, network troubleshooting, working with objects in Active Directory, and printer provisioning
Demonstrated experience managing the full lifecycle of operating systems from initial deployment and configuration through advanced troubleshooting for Windows and macOS across various hardware models
Demonstrated experience using one or more endpoint management tools, such as Omnissa Workspace One, Microsoft Intune, HCL BigFix, and Microsoft SCCM/ConfigMgr

Technologies

Windows
macOS
Active Directory
Omnissa Workspace One
Microsoft Intune
HCL BigFix
Microsoft SCCM/ConfigMgr
DHCP
DNS
subnetting

Preferred Qualifications

Experience with scripting to automate repetitive tasks, streamline workflows, and manage computer configurations
Demonstrated ability to configure wired and wireless devices using standard networking concepts (DHCP, DNS, subnetting, etc.) and security best practices
Working knowledge of AI concepts and tools

Education

Associate’s Degree preferred minimum

Compensation

USD 28 - 34 per hour
Final salary based on experience and qualifications

Benefits

Generous vacation, holidays, and sick leave
Competitive insurances and savings accounts
Retirement benefits

Employment Type

Regular

On-Site/Remote Work Arrangement

Following onboarding (up to 6 months), may perform a combination of on-site and remote work: 90% onsite / 10% remote
Subject to an approved flexible work arrangement (FWA), reviewed and approved annually
Remote work requires successful candidates to have their own high-speed internet and phone, using a university provided computer

Physical Requirements

Frequently moves IT equipment weighing 20 pounds across campus and delivers to end users
Frequently positions self to maintain computers under desks
Employees make individual transportation arrangements adequate to meet position responsibilities and essential job functions

Work Authorization

Must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment
University sponsorship is not available
UW-Madison is not an E-Verify employer; F-1 STEM OPT and STEM extensions are not options for work authorization

Position of Trust / Caregiver Check

Identified as a position of trust with access to vulnerable populations
Required to pass an initial caregiver check under the Wisconsin Caregiver Law, then every two years

How to Apply

Upload: Resume
Upload: Letter of Qualifications
Attach a letter of qualifications and resume detailing training and experience related to required and preferred qualifications

Location

Madison, WI (hybrid)

Contact

DoIT Human Resources: doit-hr@doit.wisc.edu
Phone: 608-263-1790
Relay Access (WTRS): 7-1-1

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