HELP DESK CUSTOMER SUPPORT
- Employer
- University of Wisconsin Madison
- Location
- Wisconsin, United States
- Salary
- Not Specified
- Date posted
- Feb 20, 2018
View more
- Position Type
- Administrative, Business & Administrative Affairs, Computer Services & Information Technology
- Employment Type
- Full Time
HELP DESK CUSTOMER SUPPORT
Job no: 93625-AS
Work type: Staff-Full Time
Department: EDUC/WCER
Location: Madison
Categories: Information Systems/Technology, Other
Position Vacancy ID: 93625-AS
Employment Class: Academic Staff-Renewable
Working Title: Help Desk Customer Support
Official Title: SR INFORM PROC CONSLT(S44BN) or INFORM
PROCESS CONSLT(S44DN) or ASSOC INF PROC CONSLT(S44FN)
Hiring Department: A177500-SCHOOL OF EDUCATION/WCER
FTE: 100%
Anticipated Begin Date: MARCH 24, 2018
Term: This is a renewable appointment.
Advertised Salary: Minimum $50,000 ANNUAL
(12 months)
Depending on Qualifications
Degree and area of specialization: BA/BS degree preferably
in computer science or related field. Minimum of two years IT work
experience if degree is not in computer science.
Minimum number of years and type of relevant work
experience: Required Experience:
* High level of proficiency supporting Mac based computers in an
education research environment.
* Knowledge of education research methodologies.
* Knowledge of software applications used in an education research
environment including SAS, SPSS, R, STATA, and nVivo.
* Ability to interface with faculty, researchers, administrative
staff as well as technical personnel.
* High level of proficiency with network protocols, security
protocols, active directory, and help desk ticketing systems.
* Experience with secure web-based collaboration systems and a
multitude of mobile technologies.
* Problem solver who is accomplished in multi-platform
environments.
* Strong customer relation skills and excellent interpersonal
skills.
Preferred:
* Familiarity with large application development and
maintenance.
* Ability to identify appropriate technology to meet end users
needs
* Knowledge and use of databases.
* Knowledge of Microsoft System Center and deploying operation
systems and software packages.
License or Certificate:
Position Summary: The successful candidate will be
responsible for providing Enterprise Application Support and
General Help Desk Support to Wisconsin Center for Education
Research (WCER) technology users via telephone, email and via the
call and incident management software. This position reports to the
Enterprise Application Support/Help Desk Manager. Personal
knowledge and expertise, peer knowledge, support tools, procedures,
and product development expertise will be used in this position to
provide each customer with a complete diagnosis and facilitated
resolution of their technical issue. This position requires a sound
understanding of the basic principles of integrating support into
products including project management, training, documentation,
instructional procedures, and technical knowledge and testing.
Excellent customer relations and interpersonal skills are required
for all responsibilities of this position.
This position will bring technical support expertise to development
programs and research teams. Participation in the maintenance and
development of support systems and methodologies is also required.
This position serves a customer base of approximately 450 faculty,
academic, and university staff. Support is provided for a large set
of products that include desktop hardware (Macintosh, Windows,
Linux), Microsoft and RedHat Servers, software (productivity,
document processing, statistics, database, network, connectivity,
internet, operating systems, special instructional, and graphical),
and campus networks.
This client base makes upwards of 7,500 requests for service and
support annually. The customer base for the Help Desk segments into
two distinct groups who have unique needs. Faculty and Academic
Staff are overwhelmingly the largest groups who use the Help Desk
services. Some 80% of customer requests relate to the research and
academic needs of the Center. The remaining 20% of requests come
from staff that is performing administrative functions on the
campus and need assistance with network access and campus-wide
information systems as well as desktop application support. The
Help Desk operates from 7:30 am to 6 pm five days per week and
"best effort" outside of these standard hours. It is comprised of
five permanent staff and three-part time student staff. The
annualized budget of the Tech Services Department is approximately
$2 million per year.
Additional Information: Setting up and installing systems
requires the ability to move hardware components in excess of 40
lbs.
Contact: Franchesca Beswick
franchesca.beswick@wisc.edu
608-263-4221
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS:
800.833.7637) and above Phone number (See RELAY_SERVICE for further
information. )
Instructions to Applicants: To apply for this position,
please upload a cover letter addressed to Richard Gross, current
resume, and a document containing the names and contact information
for three professional references.
Additional Link:
Full Position Details
NOTE: A Period of Evaluation will be Required
The University of Wisconsin is an Equal Opportunity and Affirmative
Action Employer.
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.
Applications Open: Feb 19 2018 Central Standard
Time
Applications Close: Mar 5 2018 11:55 PM Central Standard
Time
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