User Support Specialist III

UW School of Medicine and Public Health; Madison (WI); Hybrid; USD 59,000 - 72,000; Full time

Job summary

UW School of Medicine and Public Health’s Office of Information Technology is seeking an IT User Support Specialist III to join a dynamic team of IT professionals on the hospital campus. The role involves on-site support with some remote work after an initial training period, and a schedule of Monday–Friday, 8:00 a.m.–4:30 p.m.

CT. The ideal candidate will provide comprehensive computing support, deploy endpoints, and assist with life cycle management across Windows and MacOS in a fast-paced

Qualifications

• Experience providing customer-focused technical support.
• Experience with ITSM tools/help desk ticketing software.
• Experience with SCCM/Workspace One and endpoint management.
• Windows and MacOS deployment, configuration, and troubleshooting.
• Knowledge of identity and access management.
• Knowledge of network infrastructure, information security, and VPNs.
• Strong communication skills, both written and oral.
• Ability to think critically and solve complex problems.

Responsibilities

• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements.
• Performs procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and components independently.
• Serves as main point of contact for individuals and groups, providing information about technology resources and addressing needs.
• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues.
• Develops and facilitates individual and group end user trainings, answers questions, and provides information on IT end user products and services.

Skills

Customer-focused support

ITSM tooling

Endpoint management

Windows support

MacOS support

Identity & access management

Networking & VPNs

Clear communication

Problem solving

Education

Associate's degree preferred

Tools

SCCM/Configuration Manager

Workspace ONE

Help desk software

Job description

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Job Category

Academic Staff

Employment Type

Regular

Job Profile

User Support Specialist III

Job Summary

The Office of Information Technology in the UW School of Medicine and Public Health is seeking an IT User Support Specialist to join our talented and self‑motivated team of IT professionals.

This position provides comprehensive computing support and standard software training to our faculty and staff. This will require primarily on‑site work within the hospital campus and occasional work at other buildings on or near the UW campus. There are opportunities for remote work after an initial training period of about 6 months.

The ideal candidate for this position will be a motivated self‑starter and willing to work with a team of dedicated and knowledgeable support professionals. Responsibilities will include daily support of user endpoints, consulting with faculty and staff on technology solutions, endpoint deployment, and life cycle management.

The infrastructure includes a combination of Windows and Apple platforms, mobile computing platforms, custom applications, secure remote access services, A/V systems, and endpoint management systems. The environment is fast paced and leverages multiple support delivery methods including face‑to‑face and remote troubleshooting.

• This position may require some work to be performed in‑person, onsite, at a designated campus work location. Some work may be performed remotely, at an offsite, non‑campus work location. (80% onsite/20% remote)
• Work Schedule: Monday through Friday 8:00a.m.- 4:30p.m.CT
• This vacancy is being announced simultaneously with JR10015628; please note that only one vacancy exists. Having two job postings allows the School of Medicine and Public Health to consider candidates for both a User Support Specialist II and User Support Specialist III title. The title is determined by the experience and qualifications of the finalist.

Key Job Responsibilities

• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
• Serves as a main point of contact for individuals and groups providing advanced‑level organizational information about technology resources and addressing their needs
• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
• Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services

Department

School of Medicine and Public Health, Office of Information Technology, User Support Services.

The Office of Information Technology in the UW School of Medicine and Public Health delivers reliable, high‑quality technology services in support of the school’s academic, clinical, research, and administrative missions. It is comprised of multiple service lines to support the different aspects of IT, and this role falls into the User Support Service Line. The User Support Service Line is comprised of around 60 people and aims to provide a collaborative and standardized approach for supporting users and endpoints across the School of Medicine and Public Health.

Compensation

The starting salary for the position is $65,000 annually; but is negotiable based on experience and qualifications.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. For more information, refer to the campus benefits webpage.

SMPH Faculty /Academic Staff Benefits Flyer 2026

Required Qualifications

• Extensive experience providing customer‑focused technical support and investigating in‑depth technical solutions
• Experience with ITSM tools/help desk ticketing software
• Experience using centralized endpoint management tools such as SCCM/Configuration Manager, or Workspace One
• Demonstrated knowledge with Windows and MacOS support including deployment, configuration, and troubleshooting
• Experience with identity and access management
• Knowledge of network infrastructure, information security, and secure access / VPNs
• Strong oral and written communication skills, including the ability to communicate technical concepts to a variety of audiences
• Ability to think critically and solve complex problems

Preferred Qualifications

• 5+ years experience in a similar role, ideally in higher education, healthcare, research, or other regulated environments
• Experience coordinating projects including tasks such as tracking completion, following up with project partners, and communicating with those impacted by the project
• Knowledge of Linux distributions and support

Education

Associate's degree preferred;

Contact Information

Cody Roekle, [e-mail], 608-263-7676

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