Senior IT Support Technician - On-Site Evening Shift

University-of-Wisconsin--whitewater-1; Whitewater (WI); On-site; USD 55,000 - 60,000; Full time

Job summary

University of Wisconsin-Whitewater seeks an IT Support Technician in Information Technology Services on the Extended Services Shift. The role provides escalated, hands-on technology support for university employees, students, classrooms, events, and campus systems.

You will troubleshoot Windows and macOS, support enterprise systems, and contribute to upgrades and projects. The position requires 45 hours per week, on-site work, and collaboration with a CIO/Deputy CIO.

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.
• 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.

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

Advanced troubleshooting

Communication skills

Team collaboration

Education

Bachelor's degree in information technology

Tools

ServiceNow

Intune

MECM

Jamf

Job description

University of Wisconsin-Whitewater seeks an IT Support Technician in Information Technology Services on the Extended Services Shift. The role provides escalated, hands-on technology support for university employees, students, classrooms, events, and campus systems.

You will troubleshoot Windows and macOS, support enterprise systems, and contribute to upgrades and projects. The position requires 45 hours per week, on-site work, and collaboration with a CIO/Deputy CIO.