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# IT Support Technician

- **Company:** UW Whitewater
- **Location:** United States
- **Salary:** $55,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Apple Mac Systems, Microsoft Outlook, Collaborative Software, Information Systems, Learning Management Systems, IT Management, Microsoft Office, System Center Configuration Manager, Print Servers, Microsoft PowerPoint, Data Streaming, Cisco WebEx, Enterprise Software Applications, Microsoft InTune, Information Technology, Casper Suite, Servicenow
- **Published:** September 12, 2026
- **Apply:** https://www.dice.com/job-detail/8425ce45-8693-47fe-8600-b233da54a4d3

## About the Role

* Bachelor's degree in information technology, Computer Science, Information Systems, Business, a related field, or equivalent experience.
 * Experience providing customer services in IT support, Help Desk, or a related technical role
 * Demonstrated experience with Microsoft Windows and/or Apple macOS operating systems, along with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
 * 2+ years of ServiceNow or other IT service management tools experience
 * Experience documenting processes, procedures, and/or user support guides.
 * 2+ years of technical support technical expertise (advanced troubleshooting) in enterprise IT environments, including Windows, macOS, mobile devices, project involvement, collaboration tools, network printing, and business-critical applications

Preferred Qualifications:

 * One or more years of experience with Microsoft MECM, Intune, and/or Jamf for enterprise device management
 * Experience supporting instructional technologies such as learning management systems, streaming media, Webex, Teams meetings, Zoom
 * Experience supporting instructional technology hardware such as lab and classroom AV technology, cameras, recording equipment, sound equipment, microphones, and other event support equipment
 * Experience with inventory and asset management tools and processes

Knowledge, Skills and Abilities:

 * Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds
 * Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills.

## Description

The IT Support Technician provides elevated, hands-on technology support for university employees, students, classrooms, events, and campus systems. This position independently investigates and resolves technical issues escalated beyond initial Help Desk support; troubleshoots Windows and macOS devices and applications; supports select enterprise systems; and assists with system upgrades and technology projects. The position develops documentation, procedures, and tools that improve IT support operations and works directly with technical and non-technical users to provide responsive, professional customer service while taking ownership of problems through resolution or appropriate escalation. This hands-on role offers opportunities to build experience in advanced troubleshooting, enterprise technology support, system upgrades, projects, and service improvement. Hours are Tuesday-Thursday, 11:00 am - 8:00 pm; Friday, 12:00 - 6:00 pm; and Saturday, 9:00 am - 4:00 pm.

Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service to support mission activities of the institution through information technology (IT). This position reports to the Strategic Services Manager.

Work Schedule and Expectations:

This salaried position generally requires approximately 45 hours per week to fulfill position responsibilities effectively. This is an on-site position. Adjusted hours will be required occasionally to support operational priorities, project deadlines, university needs, or other position-related responsibilities., * Troubleshoots and resolves escalated complex technical problems for various products and services independently

 * Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
 * Documents inquiries and responses and recommends procedural improvements to unit leadership
 * Develops operational procedures to improve customer satisfaction and promote efficiency
 * Provides first level support for select university systems
 * Provides technology support for university events as needed
 * Trains staff on operational work procedures to ensure adherence to existing policies
 * May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
 * May require adjustment to regularly scheduled hours to meet university needs.
 * All other duties as assigned by the CIO or Deputy CIO, * May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

 * Troubleshoots and resolves escalated complex technical problems for various products and services independently

 * Develops operational procedures to improve customer satisfaction and promote efficiency

 * Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures

 * Trains staff on operational work procedures to ensure adherence to existing policies

 * Documents inquiries and responses and recommends procedural improvements to unit leadership


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