IT Support Technician - Information Technology Services

UWWTW University of Wisconsin Whitewater; United States; On-site; USD 55,000 - 60,000; Full time

Job summary

The University of Wisconsin-Whitewater seeks an IT Support Technician to provide elevated, hands-on technology support for employees, students, classrooms, events, and campus systems.

You will troubleshoot Windows and macOS devices, support select enterprise systems, and assist with system upgrades and technology projects. This on-site role emphasizes professional customer service and documentation while taking ownership of issues through resolution or escalation.

Qualifications

• Bachelor’s degree in information technology, computer science, information systems, business, or related field.
• Experience providing customer services in IT support, help desk, or related technical role.
• Experience with Microsoft Windows and/or Apple macOS operating systems, and Microsoft Office applications.
• 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 experience in enterprise IT environments.

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.

Skills

Customer service

Escalation handling

Technical troubleshooting

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Job description

Position Title: IT Support Technician - Information Technology Services

Job Category: Academic Staff

Employment Type: Regular

Job Profile: IT Help Desk Specialist III

Job Duties: Attention: The Department of Information Technology Services at the University of Wisconsin-Whitewater seeks an IT Support Technician on the Extended Services Shift (IT Help Desk Specialist III, IT047).

Job Summary:

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.

Job 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

Conditions of Appointment:

University of Wisconsin-Whitewater 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. UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.

Key Job Responsibilities:

• 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

Department: Information Technology Services

Compensation:

Well‑qualified candidates can expect a starting annual salary within the range of $55,000 - $60,000 commensurate with the candidate's education, related experience, and qualifications. UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure.

Required Qualifications:

• 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.

CAMPUS INFORMATION:

UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world‑class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university’s 11,500 students at its main and Rock County campuses. The team provides high‑impact practices and academic programs — online and in person — from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one‑third first‑generation students and boasts strength in many areas, especially business and education. The campus and community embrace the Warhawk Family spirit, supporting the university’s arts and nationally recognized NCAA Division‑III level championship athletics. As a proud institution of access, more than 10 percent of undergraduate students use the acclaimed Center for Students with Disabilities — a priority mission since the 1970s. UW‑Whitewater's campuses are located centrally near Milwaukee, Madison, and Chicago, offering easy access to the cultural and commercial opportunities of major metropolitan areas. Near both Lake Geneva and the Wisconsin Dells, the area attracts numerous visitors from across the country. Whitewater is a vibrant college community near the Kettle Moraine State Forest offering area residents seasonal outdoor enjoyment. The nearby Rock County campus is located in Janesville, a town of 60,000 located on the Rock River and known as Wisconsin’s Park Place.

ORGANIZATION INFORMATION:

The University of Wisconsin-Whitewater is part of the 13-campus Universities of Wisconsin (https://www.wisconsin.edu). Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a). Per Regent Policy Document 20-19, University of Wisconsin System Criminal Background Check Policy and Universities of Wisconsin Administrative Policy 1275 Recruitment Policies, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked. The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills. For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see Annual Security and Fire Safety Report if you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.

UW IS AN EQUAL OPPORTUNITY EMPLOYER:

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.

The Universities of Wisconsin serve approximately 161,000 students. Awarding nearly 37,000 degrees annually, the Universities of Wisconsin is Wisconsin’s talent pipeline, putting graduates in position to increase their earning power, contribute to their communities, and make Wisconsin a better place to live. Nearly 90 percent of in‑state Universities of Wisconsin graduates stay in Wisconsin five years after earning a degree – with a median salary of more than $66,000. The Universities of Wisconsin provides a 23:1 return on state investment. The Universities of Wisconsin also contribute to the richness of Wisconsin’s culture and economy with groundbreaking research, new companies and patents, and boundless creative intellectual energy. The Universities of Wisconsin and its employees are purpose‑driven, people‑focused, and committed to stewardship.