User Support Specialist

The User Support Specialist collaborates with other library IT staff to ensure effective access to and use of library-provided services for UW-Madison and Universities of Wisconsin faculty, staff, students, and researchers. This position supervises and supports Help Desk student employees in triaging and resolving desktop support requests, calls, work tickets, and other inquiries. The specialist also develops, documents, and enhances workflows for technology troubleshooting and service delivery, supporting a large and diverse community of users.

Reporting to the IT Operations and Inventory Coordinator, the specialist serves as a liaison between technology support teams and library stakeholders by communicating system updates, outages, and other technology-related information. The position supports and administers service desk tools and Windows and macOS environments, while coordinating system upgrades, integrations, and automation efforts. The specialist also supports the technical environment for asset tracking systems and helps improve inventory workflows and data accuracy.

The successful candidate will perform a variety of duties, including, but not limited to:

• Provides technical escalation support to student workers at library technology help desk locations.

• Acts as liaison between technology support staff and library partners and stakeholders, by communicating system changes and outages.

• Administers and supports service desk tools to ensure effective management of documentation, support requests, work tickets, and other inquiries.

• Administers and supports Windows and macOS environments, including OS update planning, configuration management, and endpoint security.

• Plans, tests, and coordinates system upgrades, integrations, and automation efforts in partnership with other Library Technology Teams.

• Supports the technical environment for asset tracking by implementing automated solutions to improve inventory workflows and data accuracy.

• Serve as a mentor to other team members, helping them develop their technical skills and troubleshoot complex problems.

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location with typical work hours between 8 AM and 5 PM, Monday through Friday.

This position is full-time, 100%.

Ongoing/Renewable

• Supervises, trains, schedules, and provides day-to-day guidance to Help Desk student employees while mentoring team members in technical troubleshooting and customer support best practices (10%)

• Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision (20%)

• Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services (10%)

• Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures (10%)

• Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements (30%)

• Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs (10%)

• Leads, schedules logistics, and secures resources for the completion of technology system integrations (10%)

Libraries, Library Technology Group (LTG)

Starting salary will be based on experience and qualifications. Well-qualified applicants can anticipate earning between $26.00 - $29.50 per hour, with final salary based on experience and qualifications.

This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund. For a summary of benefits, please see https://www.wisconsin.edu/ohrwd/benefits/download/univstaff.pdf.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at (https://hr.wisc.edu/benefits/).

• Experience in computer operations or technology support within a team setting (student experience will be considered)

• Excellent interpersonal and customer service skills, with the ability to build effective partnerships and communicate complex information related to IT systems and/or IT policies to a broad audience

• Demonstrated ability to independently prioritize workload, manage multiple projects and deadlines effectively, and follow-through on tasks

• Experience in user training and documentation preparation

• Experience with computer administration and support (macOS and Windows)

• Experience with hardware and software troubleshooting

• Experience with automation, scripting, or workflow improvement

• Experience with IT Asset Management

• Experience supervising, training, or coordinating student employees or other staff

Bachelor's degree in information technology, computer science, information systems, or a related field preferred.

Click the "Apply" button to start the application process. You will be prompted to upload the following documents:

• Resume

• Cover Letter

Applicants should attach a cover letter and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

References will be requested from finalists only and are not required with the initial application. Reference requests will be sent via email from SkillSurvey.

Failure to submit the required documents will result in no longer being considered for the position.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

Abram Hopp, abram.hopp@wisc.edu, (608) 890-1795
Relay Access (WTRS): 7-1-1. SeeRELAY_SERVICEfor further information.

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.

The University of Wisconsin-Madison is an Equal OpportunityEmployer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, 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 by acknowledging skills and expertise from all backgroundsand encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodationfor any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR)in the division you are applying to.Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including 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.