Desktop Support Specialist

2 days ago

Madison, Wisconsin, United States University of Wisconsin Full time
Job Summary

We are seeking a highly skilled Desktop Support Specialist to join our team at the University of Wisconsin-Madison. As a key member of our Computer-Aided Engineering (CAE) team, you will provide technical support services to end-users, develop and provide training, and collaborate with staff and faculty to integrate technology into instruction and research.

Responsibilities
  • Deliver strategically significant and highly specialized IT support services to end-users, including completing procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components.
  • Design, implement, troubleshoot, and resolve complex data, network connectivity, client/server processes, and application issues according to established policies and procedures.
  • Lead, schedule logistics, and secure resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements.
  • Serve as a main point of contact for individuals and groups, providing advanced-level organizational information about technology resources and addressing their needs.
  • Develop and facilitate individual and group end-user trainings, answer questions, and provide information specific to complex information technology end-user products and services.
  • Ensure that departmental instructional computing needs are met by coordinating the general CAE computing environments and providing specialized deployments as needed.
Requirements
  • Experience supporting macOS and Windows.
  • Experience with software and hardware troubleshooting, with demonstrated ability to work with a variety of platforms, people, and duties.
  • Demonstrated team skills and ability to work collaboratively with diverse groups.
  • Ability to exercise independent judgment to establish and maintain effective working relationships with fellow employees.
  • Well-organized with a sense of urgency and a desire for speed and accuracy.
  • Solutions-oriented approach in analyzing and resolving hardware, software, and network problems.
  • Interest in exploring and learning new technologies and tools to improve processes and workflows.
  • Excellent communication and interpersonal skills, coupled with strong customer service skills.
Preferred Qualifications
  • Experience supporting Linux desktops in a research and instructional environment.
  • Experience deploying desktops using a unified imaging model and deploying software over the network using tools such as Group Policy and Microsoft App-V.
  • Experience with Engineering software and/or working with scientific instruction.
  • Experience working in an academic or scientific setting.
  • Experience with ticketing systems to record problems and resolutions.
  • Experience with asset management systems and a strong desire for accurate detail.
  • Knowledge of SCCM to provide remote assistance via proven techniques, pertinent questions, and good listening skills.
  • Comprehensive knowledge of IT best practices and processes.
Work Environment

This position requires work to be performed in-person, onsite, at a designated campus work location.

Benefits

Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

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