Senior IT Support Technician - Help Desk & Enterprise Support

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

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.