Technical Support Consultant

We are hiring two Technical Support Consultants in the College of Letters & Science (L&S) at UW-Madison. These positions provide multi-faceted IT support to faculty, staff, and graduate students in L&S. These positions will work collaboratively with other members of the departmental support team in the Information Technology Services (ITS) unit and will report to the IT Manager of their unit.

On a day-to-day basis, these positions will primarily work on IT support tickets and related customer inquiries, independently resolving issues and requests through established service management workflows, and ensuring timely, accurate, and customer-focused solutions across a broad range of IT support scenarios. The work will be hands-on, technical, and consultative. Additionally, these positions will contribute to key IT projects, including system upgrades, hardware deployments, and process improvements.

The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of departments in L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University.

The successful candidates will have excellent organizational and problem-solving skills, exhibit both attention to detail and big-picture perspective, and have the ability to develop effective working relationships with a wide variety of faculty, staff, and students. They will work collaboratively with other L&S ITS staff to deliver exceptional customer service and support to the faculty, staff, and students who use L&S ITS services and facilities.

The candidates will need to occasionally lift 25 pounds. IT support will periodically need to be performed at the customer's office on campus at UW-Madison.

• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements

• 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

• 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

College of Letters & Science, Administration, Information Technology Services

The typical starting salary for this position is $56,112 - $80,240 depending on qualifications and experience. Only those with extensive relevant experience will be placed around the high end of that range. Employees in this position can expect to receive benefits such as generous vacation, holidays and paid time off; competitive insurances and saving accounts; and retirement benefits.

• At least 2 years providing IT and/or AV support.

• Excellent oral, written, and interpersonal communication skills.

• At least 1 year providing customer service.

• Experience working in a higher education environment.

Associate's Degree or higher preferred.

Click on the "Apply Online" button to start the application process. You will be prompted to upload the following documents/Application Materials:

-Resume (required) - Detail your educational and professional background

-Cover letter (required) - Refer to your related work experience

It's important that your cover letter and resume reflect your experience for this position related to the Qualifications section. Your application materials will be used during our evaluation to determine your qualifications as they relate to the job. The most qualified applicants will be invited to participate in the next step of the selection process.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

Maria Antezana, maria.antezana@wisc.edu

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

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