IT Support Technician - Information Technology Services

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

**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