IT Help Desk Specialist

University of Wisconsin; La Crosse (WI); On-site; USD 45,000 - 53,000; Full time

Job summary

An established institution is seeking a dedicated IT Help Desk Specialist to provide essential technical support within its Information Technology Services department. This role is vital for ensuring smooth operations by managing technical inquiries and troubleshooting issues for faculty, staff, and students. As a key player in a supportive environment, you will have the opportunity to enhance your skills while contributing to a dynamic team that values innovation and collaboration. If you are passionate about technology and helping others, this position offers a rewarding career path with numerous opportunities for growth and development.

Benefits

Paid vacation

Flexible health insurance

Paid holidays

Sick days

Retirement system vesting after 5 years

Qualifications

• Minimum two years of technical support experience required.
• Certification in IT support (e.g., CompTIA A+) preferred.

Responsibilities

• Provide first-level technical support for faculty, staff, and students.
• Manage and log support tickets in help desk management system.

Skills

Problem-solving skills

Technical support experience

Basic troubleshooting techniques

Microsoft Office Suite

Google Applications

Cybersecurity fundamentals

Email support

Anti-virus support

Education

Associates degree in Information Technology

Associates degree in Computer Science

Associates degree in Information Systems

Tools

Help desk ticketing systems

Enterprise VoIP environments

Job description

Proposed Salary to be Offered Commensurate with experience, up to $53,000

Appointment Percentage (Budget) 100

Position Summary

This position works under the general supervision of the Director of Client Services within the established goals and priorities consistent with Information Technology Services.

The IT Help Desk Specialist serves as the primary point of contact for technical support for the university within the Information Technology Services ( ITS ) department, providing first-level support to faculty, staff, and students. This critical role is responsible for managing incoming technical inquiries, troubleshooting issues, and ensuring timely and effective resolution of technology-related problems.

Position Type

Position Type Staff/Administrative

Pay Basis

Pay Basis Annual

FLSA

FLSA Exempt

Contingent Upon Funding No

Is this position eligible for employment sponsorship, (H1B or PERM)?

Is this position eligible for employment sponsorship, (H1B or PERM)? No

Required Qualifications

• Associates degree in Information Technology, Computer Science, Information Systems, or Related technical field
• Minimum two years of technical support experience
• Proven problem-solving skills
• Expertise with Basic troubleshooting techniques, Microsoft Office Suite, and Google Applications
• Strong understanding of cybersecurity fundamentals
• Experience with email and anti-virus support

Preferred Qualifications

• Three years of help desk or client services experience
• Background in higher education technology support
• Experience with help desk ticketing systems
• Knowledge of enterprise VoIP environments
• Cybersecurity awareness (phishing, ransomware detection)
• Certification in IT support (e.g., CompTIA A+)

Physical Demands

Ability to lift approximately 25 pounds
Reasonable Accommodations
UWL provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact [e-mail] or 608.785.8013. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

All position descriptions are required to provide physical demands and working condition/environment and may not be published in the job announcement. For information on the physical demands and/or working conditions/environment for this position, please contact Human Resources at [e-mail] or 608.785.8013.

Working conditions and environment

Primary office-based work with occasional meetings

Information about your Benefits
Your benefits add an additional 40%+ to the overall financial package from the university.
Highlights include:

• paid vacation for 12-month positions.
• excellent flexible health insurance with low co-pays and good coverage.
• paid holidays and sick days.
• after 5 years of employment, you become vested in our retirement system which ensures income post-career.
• benefits at UWL are highly competitive with local industry and some of the strongest in state and nation.

Benefit eligibility is determined at point of hire. This information is provided for illustrative purposes only. Benefits are also pro-rated based on the appointment percentage.

Information about UWL and the Surrounding Region

The University of Wisconsin-La Crosse (UW–La Crosse) provides a challenging, dynamic, and diverse learning environment in which the entire university community is fully engaged in supporting student success. Grounded in the liberal arts, UW-La Crosse fosters curiosity and life-long learning through collaboration, innovation, and the discovery and dissemination of new knowledge. Acknowledging and respecting the contributions of all, UW-La Crosse is a regional academic and cultural center that prepares students to take their place in a constantly changing world community.

For more than a decade UW-La Crosse has been named one of Kiplinger’s 100 Best Values in Public Universities and has appeared prominently on the U.S. News & World Report list of “America’s Best Colleges” for more than 15 years, and is ranked #4 on its list of the Best Regional Public Universities in the Midwest. UW-La Crosse ranks 6th nationally among the Top LGBTQ -Friendly Colleges for 2018-19 by AffordableCollegesOnline.org ( ACO ).

With a student population of roughly 10,500, the university offers 91 undergraduate programs, 21 graduate programs, and 2 doctoral programs through the following three colleges, the College of Arts, Social Sciences, and Humanities, the College of Business Administration, and the College of Science and Health, as well as the School of Education. There are over 600 full-time faculty and instructional academic staff, 75 percent of whom hold terminal degrees. UW-La Crosse boasts a retention rate (freshmen returning as sophomores) of 84 percent, graduation rate (degree within six years) of 70 percent, and is among only 12 institutions cited nationally by the American Association of State Colleges and Universities for its success in linking campus culture and university leadership to outstanding graduation rates.

UW-La Crosse’s strategic plan Sustaining Excellence continues to move our community forward through its four pillars: increasing community engagement, achieving excellence through equity and diversity, investing in our people, and advancing transformational education. More information about the ongoing work of Sustaining Excellence is available at www.uwlax.edu/info/strategic-plan .

The UW-La Crosse campus is in southwestern Wisconsin, nestled in a residential area of the City of La Crosse and positioned as part of a larger metro area with a population close to 140,000. The area, known as the 7 Rivers Region, is famous for its exceptional natural beauty which includes the Mississippi River on one side, majestic bluffs on the other, and views of rolling farmland and forested valleys in between. Abundant water, woodlands and varying terrain provide ample opportunities for year-round outdoor recreation. Only a couple of hours from Minneapolis or Madison, La Crosse enjoys the affordability and charm of small town living with larger city benefits. Three colleges, two world-class medical institutions, the La Crosse Symphony Orchestra, a restored nineteenth century downtown business district, and a number of galleries and art centers have made La Crosse a regional center for culture, entertainment, medical care, shopping, sports and recreation. More information about the La Crosse metro area can be found here: Choose La Crosse . Learn more about UW-La Crosse here: https://www.uwlax.edu/human-resources/services/talent-acquisition-and-employment/finalist-welcome/

Civil Rights and Compliance Statement
The University of Wisconsin-La Crosse is an equal opportunity employer committed to hiring faculty and staff that are qualified and broadly trained. UWL , in compliance with Title VII of the Civil Rights Act is committed to fostering an environment that embraces inclusive excellence and equitable treatment of all parties. Title VII prohibits employment discrimination based on age, race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status. Inclusive excellence is a source of strength, creativity, and innovation for the University of Wisconsin La Crosse. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the Universities of Wisconsin community.

Annual Security and Fire Safety Report (Clery Act)
For the UWL Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see https://www.uwlax.edu/police/annual-security-report/ or contact the University Police Department at 608.785.9000.

Redbook Position

Redbook Position Yes

Division/College

Division/College Administration and Finance Division

Description of College / Department / Program / Division / Unit

The Division of Administration and Finance is committed to providing quality campus services to faculty, staff, students, and external constituencies to support the university’s mission of teaching, research, and public service. The division includes Facilities Planning & Management, Budget, Human Resources, Information Technology Services, and Police & Parking Services.

Duties/Responsibilities These are the job duties required for the position. Responsibility Statement Help Desk Support and Technical Assistance Duties to Support Responsibility

• Serve as the primary point of contact for the Eagle Help Desk
• Provide first-level technical support through multiple channels:
  • In-person assistance
  • Phone support
  • Email communications
• Manage and log support tickets in help desk management system
  • Troubleshoot and resolve technical issues related to:
    Hardware and software
  • Operating systems (Windows and Mac)
  • Network connectivity
  • Email and collaboration tools
  • Identity Access Management
  • Mobile device configurations
• Perform initial diagnosis and triage of technical problems
• Escalate complex issues to appropriate IT team members
• Assist with user onboarding and account management

Responsibility Statement User Support and Security Duties to Support Responsibility

• Manage Identity Access Management
• Provide support for user account management
• Implement and enforce IT security best practices
• Assist with email SPAM and potential security breach resolution
• Support password reset and account recovery processes

Responsibility Statement Documentation and Knowledge Management Duties to Support Responsibility

• Create and maintain knowledge base (KB) articles
• Document internal procedures and support processes
• Maintain accurate records of support interactions and resolutions

Responsibility Statement Special Projects and Training Duties to Support Responsibility

• Assist with technology implementation projects
• Participate in IT service improvement initiatives
• Conduct small group training sessions
• Provide support for student help desk employees
• Contribute to the development of support documentation

Posting Date

Posting Date 05/07/2025

Continuous Recruitment

Continuous Recruitment Yes

Continuous Recruitment First Review Date

Continuous Recruitment First Review Date 05/21/2025

Close Date

Special Instructions

Application deadlines
TO ENSURE CONSIDERATION : Priority consideration is given to those candidates who apply by the listed ‘First Review Date’. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated, and the most qualified applicants will be invited to participate in the next step of the selection process. Incomplete and/or late application materials may not receive consideration. If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact the Office of Human Resources.

Confidentiality of Applicant Materials
UWL is a state agency and subject to Wisconsin’s Open Records Law. UWL will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin’s Open Records law. In certain circumstances, the identities of “final candidates” and/or the identity of the appointed applicant must be revealed upon request.

CBC & Reference Check Policy
All candidates for employment are subject to a pre-employment screening which includes a criminal background check, work authorization, and verification of education. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

UW-La Crosse does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources at 608-785-8013.

Position Contact Name

Position Contact Email

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identities of finalists must be revealed upon request. See Wis. Stat. §. 19.36(7).
  • I wish for my name to remain confidential until the university is no longer able to do so.
  • I waive my right to keep my name confidential through the application process.
• * Will you now or in the future require visa sponsorship for employment at the University of Wisconsin-La Crosse?(UW-L and UW System institutions pay for some or all of the sponsorship costs. Some candidates may require an H1B or another form of employment sponsorship to work in the US. This question is asked so that if you are the successful candidate, Human Resources can work with your work unit to begin the process of obtaining this visa).
  • Yes, I will require sponsorship prior to employment.
  • Yes, I will require sponsorship for continued employment if hired.
  • No, I do not require sponsorship and am eligible to work in the US.
• * Please provide your most recent employer, supervisor name and contact information, including phone number and email address. (Pursuant to UW System Administrative Policy 1275, UW System requires reference checks related to sexual harassment and sexual violence to be conducted at a minimum with a final candidate’s most recent employer and with all previous UW System institution and State of Wisconsin agency employers from the past seven years. UW-L will notify you prior to contacting your supervisor).

  (Open Ended Question)

• * Are you currently employed by or have you been employed by a UW System institution or a State of Wisconsin agency during the last seven (7) years? Please answer yes or no. If yes, provide the institution or agency name, your supervisor and contact information, including phone number and email address.
  • Yes
  • No
• * After you retire from a Wisconsin Retirement System (WRS) employer, you may return to work with a WRS employer as a rehired annuitant, provided certain requirements are met. There are no restrictions on what type of position a rehired annuitant can hold. Under the WRS, there is no limit to how much you may earn as a rehired annuitant. (Learn more: https://www.wisconsin.edu/ohrwd/benefits/life-events/empcha/ra/).Are you currently collecting an annuity from the Wisconsin Retirement System, (WRS)?
  • Yes
  • No
• * Are you an alum of the University of Wisconsin-La Crosse?
  • Yes
  • No
• * Were you ever found to have engaged in anysexual violenceorsexual harassment in a previous work assignment?(Required under UW System Administrative Policy 1275)
  • Yes
  • No
• * Are you currently under investigation or have ever left employment during an active investigation in which you were accused ofsexual violenceorsexual harassment?(Required under UW System Administrative Policy 1275)
  • Yes
  • No
• * Are you legally eligible to work in the United States?
  • Yes
  • No
• * How did you hear about this employment opportunity?
  • Chronicle of Higher Education Web Site
  • Discipline-Specific Publication/Web Site
  • HERC Web Site
  • HigherEdJobs.com Web Site
  • Job Center of Wisconsin Web Site
  • Minority Publication/Web Site
  • University of Wisconsin - La Crosse Social Media (i.e. Facebook, LinkedIn, Twitter)
  • University of Wisconsin - La Crosse Web Site
  • La Crosse Tribune
  • Personal Referral
  • LinkedIn
  • Indeed
  • WinonaDailyNews.com, LaCrosseTribune.com, ChippewaHerald.com, Journaltimes.com, Kenoshanews.com, Madison.com
  • Department of Workforce Development (WISC)
  • Other
• * Are you currently or have your worked with a pervious UW System Institution and/or State of Wisconsin agency employer in the past seven years? (Pursuant to UW Systems Administrative Policy 1275, A UW System institution may not make an offer of employment to any individual who, within the last 7 years, has held a UW System appointment, unless the institution has reviewed the UW institutional personnel file(s) of the individual.)If yes, by electronically typing your name, you authorize UWL Human Resources to review your personnel file. If No, type NA

  (Open Ended Question)

Required Documents

Required Documents

• Resume/Curriculum Vitae
• Cover Letter/Letter of Application
• Reference Contact Information
Optional Documents

To ensure the security of your data, you will be logged out due to inactivity in 3 minutes at
.

Any data not saved will be lost.

Click 'OK' to keep your session active.