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HELP DESK CUSTOMER SUPPORT

Employer
University of Wisconsin Madison
Location
Wisconsin, United States
Salary
Not Specified
Date posted
Feb 20, 2018


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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