Technology Support Specialist

The Technology 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 Technology Operations Manager, the specialist serves as a primary liaison between technology support teams and library stakeholders by communicating system updates and outages. The position manages service desk tools, administers Windows and macOS environments, coordinates system upgrades and automation efforts, and oversees asset tracking systems with a focus on improving inventory accuracy and efficiency.

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.
• Manages and administers service desk support 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.
• Manages the technical environment for asset tracking, implementing automated solutions to optimize inventory workflows and data accuracy

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

This position is full-time, 100%.

Ongoing/Renewable

Key job responsibilities:

• Assists with the development and monitoring of the unit budget (0%)

• Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns (20%)

• Assists in the development of strategic planning initiatives and unit objectives for information technology services (10%)

• Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects (20%)

• Develops and creates best practices and user documentation for end-user technology services for use in remote, hybrid, or in-person work circumstances (20%)

• Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives (30%), 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.

• Experience in computer operations or technology support, particularly 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

Preferred qualifications:

• Experience in user training and documentation preparation
• Experience with computer administration and support (macOS and Windows)
• Experience with hardware and software troubleshooting
• Experience with IT Asset Management
• Experience coordinating or supervising the work of others
• Experience leading and motivating teams

Education:

Bachelor's Degree Preferred

Pulled from the full job description

• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, Starting salary will be based on experience and qualifications. Well-qualified applicants can anticipate earning between $65,449 - $75,000, 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/fasl.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/).

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 Opportunity Employer. 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 backgrounds and encourage all qualified individuals to apply. To request a disability or pregnancy-related accommodation for 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.