Technical Support Consultant

University of Wisconsin Madison
$65,000 ANNUAL (12 months)
paid time off
United States, Wisconsin, Madison
21 North Park Street (Show on map)
Sep 13, 2024
Job Summary: The College of Letters and Science (L&S) is the heart of UW-Madison and home to a tremendous breadth and depth of departments and degree-granting programs in the humanities; natural, physical, and mathematical sciences; social sciences; and the computing, data, and information sciences. Join L&S for an exciting role and provide multi-faceted IT support to faculty, staff, and graduate students, while also overseeing a small team of student technicians who assist in that service. The person in this position will work collaboratively with four other members of the Technical Support team for the College of Letters & Science (L&S) in the Information Technology Serivces (ITS) unit. They will also play a role in helping shape our services and spaces to meet the ever-evolving needs of our instructors and students. The Technical Support Consultant will report to the IT Manager of the Technical Support and Service Desk teams. On a day-to-day basis, the Technical Support Consultant will primarily work with two other support consultants to handle IT support requests that come into our help desk. The work will be hands-on, technical, consultative, or all of the above. Additionally, this person will provide primary oversight of a small team of student hourly employees, working with colleagues to hire, schedule, train, and supervise that team. The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, research in the College. Our multifaceted teams collaborate closely with faculty, staff, and graduate students. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University. The successful candidate will have excellent organizational and problem-solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional service and support to the faculty, staff, and students who use L&S ITS services and facilities Responsibilities: Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and provides training to end users. 50% Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently 10% Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures 10% Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs 10% Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services 20% May plan, schedule, assign, and review work of individuals or for a defined project, program, or function Institutional Statement on Diversity: Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals. The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world. For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion Education: Preferred Associate's Degree or higher preferred Preferred focus in IT or related field Qualifications: Required Qualifications: - At least 2 years providing IT and/or AV support. - Excellent oral, written, and interpersonal communication skills. Preferred Qualifications: - At least 1 year experience training or supporting teams and workflow processes - Experience working in a higher education environment Work Type: Full Time: 100% This position requires work be performed in-person, onsite, at a designated campus work location. This position offers work flexibility at an offsite, non-campus work location with supervisor approval on a limited basis. Appointment Type, Duration: Ongoing/Renewable Salary: Minimum $65,000 ANNUAL (12 months) Depending on Qualifications The typical starting salary for this position is $65,000 - $75,000 depending on qualifications and experience. Employees in this position can expect to receive benefits such as generous vacation, holidays and paid time off; competitive insurances and saving accounts; and retirement benefits. Additional Information: - A criminal background check will be conducted on the selected candidate. - The successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment. - A 12 month evaluation period may be required - Ability to occasional lift 25 pounds - IT support will periodically need to be performed at the customer's office on campus at UW-Madison. How to Apply: Please click on the "Apply Now" button to start the application process. Applications must be submitted by deadline date. To apply, please upload a cover letter and resume. - Resume: detail your education and professional background. - Cover letter: refer to your related work experiences It's important that your cover letter and resume reflect your experience for this position related to the Qualifications section. Your application materials will be used during our evaluation to determine your qualifications as they relate to the job. The most qualified applicants will be invited to participate in the next step of the selection process. Qualified applicants will receive an invitation to participate in virtual interviews (via Zoom) 7-10 days after the closing date. Those moving on to second round interviews will be invited to an in-person interview at UW-Madison. Once final applicants are identified, they will be asked to provide names and contact information for at least three professional references, including a current/most recent supervisor. We are committed to reducing bias in the recruitment process and utilize a redacted application process, which is the practice of removing personally identifiable information from application materials, before the screening of applicants begins. This may include, but is not limited to, name, gender, age, address, dates (such as graduation dates), photos, references, links to personal webpages, supervisor names, and/or citizenship. Wondering if you meet every qualification? At UW-Madison, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role and other roles on the team, we encourage you to apply. For questions on the position, contact: Stella Luong, stella.luong@wisc.edu. Contact: Stella Luong stella.luong@wisc.edu 608-262-9966 Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information. Official Title: User Support Specialist III(IT051) Department(s): A48-COL OF LETTERS & SCIENCE/ADMINISTRATION/ADMIN Employment Class: Academic Staff-Renewable Job Number: 305635-AS The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, click here If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/ Employment may require a criminal background check. It may also require you and your references to answer questions regarding sexual violence and sexual harassment. The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7). The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.