IT Support Technician - Escalated & Enterprise Help Desk

UW-Whitewater; Whitewater (WI); On-site; USD 55,000 - 60,000; Full time

Job summary

UW-Whitewater IT Services seeks an IT Support Technician (IT047) for the Extended Services Shift. The role provides elevated, hands-on technology support for university employees, students, classrooms, and events, resolving escalated issues and assisting with system upgrades.

This on-site position emphasizes customer service, documentation, and collaboration on enterprise projects, reporting to the Strategic Services Manager.

Qualifications

• Bachelor’s degree or equivalent experience in information technology, CS, IS, or related field.
• Experience delivering customer service in IT support, Help Desk, or related role.
• Strong knowledge of Windows and macOS operating systems and Office apps.
• Experience using ServiceNow or other IT service management tools.
• Ability to document processes and user guides.
• 2+ years of technical support experience in enterprise IT environments.

Responsibilities

• Troubleshoots and resolves escalated complex technical problems independently.
• Responds to inquiries and provides complex information according to policies.
• Documents inquiries and responses; suggests procedural improvements.
• Develops procedures to improve customer satisfaction and efficiency.
• Provides first level support for select university systems.
• Trains staff on operational work procedures and policies.
• May plan, schedule, and review work for individuals or projects.

Skills

Customer service

IT support

Windows

macOS

Office suite

ServiceNow

Documentation

Escalation handling

Training

Education

Bachelor's degree in information technology, CS, IS, business, or related field

Tools

ServiceNow

Job description

UW-Whitewater IT Services seeks an IT Support Technician (IT047) for the Extended Services Shift. The role provides elevated, hands-on technology support for university employees, students, classrooms, and events, resolving escalated issues and assisting with system upgrades.

This on-site position emphasizes customer service, documentation, and collaboration on enterprise projects, reporting to the Strategic Services Manager.