Technology Services Specialist
Under general supervision of the Director of Client Technology Services, this person provides leadership and technical expertise and guidance in support of faculty, staff and students. Services include hardware and software support of faculty, staff and student laptops, problem diagnosis and resolution, leading change initiatives, mentoring and leading student employees, and consultation on computer-related technologies. Start date 02/01/2020.
Minimum / Required
- Associate degree or equivalent experience working in a technical environment
- Strong customer service orientation
- Excellent organizational skills
- Excellent interpersonal and communication skills
- Effective troubleshooting techniques
- Ability to quickly understand and support business needs
- Knowledge of the technologies related to personal computer systems
- Knowledge of Macintosh and/or Windows operating systems
- Knowledge of Microsoft products, including but not limited to, Office 365
- Experience in a helpdesk environment
- Knowledge of basic principles of classroom technology
- Knowledge of Service Desk ticketing systems
- Experience supporting Windows Operating System
- Experience supporting Apple Operating System
- Experience creating technical/support documentation
- Comfort presenting to a large group or in a meeting
80% Support of campus computers
- Communicate with faculty, students and staff to ensure computing needs are addressed in a timely fashion
- Provide trouble-shooting for hardware, software or network problems that may occur on campus provided computers
- Perform with a high level of analytical ability and a strong attention to detail.
- Ability to define problems, establish facts, and draw valid conclusions.
- Collect, analyze, and interpret data in order to solve problems requiring a high level of knowledge in a specific discipline.
- Provide problem diagnosis and resolution for operating system, utilities, security, backup/restore and campus-supported software
- Evaluate new hardware and software and make recommendations
- Consult with faculty and staff on the implementation of new technology
- Provide expertise on the use of campus technology to improve processes, efficiency and service delivery
- Participate in the purchasing process by meeting with faculty and staff, consulting on the purchase of appropriate hardware and completing forms as needed
- Provide technical support and training in the use of campus-supported software
- Provide assistance, training and support for the use of printers and other peripherals
- Understand, practice, convey, and advocate for common information security practices
- Ensure compliance with and educate users on software copyright and licensing agreements
- Maintain and initiate documentation according to departmental standards
- Enter each help desk request into the help desk database
- Support campus inventory initiatives as they relate to computing equipment
- Answer helpdesk calls during peak volume as needed
- Respond professionally to e-mail inquiries to self and/or helpdesk accounts
10% Support of Student Laptop Program
- Provide trouble-shooting for hardware, software or network problems that may occur on student laptops
- Participate in the maintenance of student laptop and laptop accessory inventories
- Participate in the student laptop deployment and return processes
- Contribute to the overall functionality of the student laptop project in the classroom through hardware, software and networking
- Participate In the planning of laptop images for use on student laptops
- Provide expertise on the installation and maintenance of software specific to the student laptop program
- Provide requested laptop data to business, purchasing and finance departments in support of laptop deployments and purchase orders
- Act as a front-line phone support technician as needed
- Comply with recognized environmental health and safety practices
- Enter each help desk request in the help desk database
- Provide professional assistance when working to a solution of the customer's problem using gained knowledge and/or making contact with the appropriate technician(s)
- Perform call-backs when not busy with incoming calls to the help desk
- Adhere to published helpdesk procedures
- Assist student staff and provide professional guidance regarding the student laptop program
- Respond to emails, phone calls and self-service requests related to the student laptop program
10% Miscellaneous activities and duties
- Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications
- As a member of Learning & Information Technology, participate as a team member in staff meetings, on special projects and committees
- Discuss with Supervisor and colleagues Ideas for improving computer services
- As requested or directed, conduct training sessions, either individually or with other Learning and Information Technology staff, for faculty and students on use of the various technologies.
Learning and Information Technology (LIT) is a support organization dedicated to providing efficient and effective state-of-the-art learning and information technology solutions and services to students, faculty, and staff for instruction, administration, and public service in support of the University's mission.
The University of Wisconsin-Stout offers a rich, dynamic and collaborative environment in which to work and grow. A member of the University of Wisconsin system, UW-Stout is unique within the system--it is named after its founder, James Huff Stout, and holds the distinction of being Wisconsin’s Polytechnic University, a designation which highlights our combination of applied learning, real-world experiences and a solid liberal arts foundation.
UW-Stout offers 50 undergraduate and 24 graduate degrees, including two terminal degrees. Average student enrollment is 9,000.
UW-Stout faculty enjoy opportunities for cross-disciplinary collaboration, state-of-the-art facilities, and a modern digital environment. UW-Stout values innovative approaches to solving problems in society and industry, and faculty are encouraged to maintain strong ties and seek collaborative projects within their disciplines and industries.
All undergraduate students participating in traditional, on campus-based programs are issued laptops. Faculty use the university’s online course delivery system and must be available for online interactions and/or alternate time frames for teaching. Faculty members teach, advise students, conduct research, assess student learning and engage in service activities.
Menomonie, Wisconsin, is a town of 16,000 located in the beautiful Chippewa River Valley, 25 miles west of Eau Claire and 60 miles east of the Twin Cities of Minneapolis and Saint Paul.
Competitive salary commensurate with qualifications and experience. The UW System provides an excellent benefits package including participation in the Wisconsin State retirement plan.
- Benefit Details: http://www.uwsa.edu/ohrwd/benefits/summaries/fasl.pdf
- Total Compensation Estimator: https://www.wisconsin.edu/ohrwd/benefits/totalcomp/
As an equal employment opportunity and affirmative action employer, UW-Stout is committed to inclusive excellence and is actively seeking applications from individuals from diverse groups; veterans and individuals with disabilities.
An offer of employment is contingent upon the final candidate passing a criminal background check and a reference check process. The reference check process includes asking the final candidate and most recent supervisor questions regarding sexual violence and sexual harassment. Final candidates with previous employment within the UW System and State of WI agencies will be subject to additional reference checks.
The University of Wisconsin-Stout does not offer H-1B or other work authorization visa sponsorship for this position. A successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment and maintain work authorization throughout the employment term. If you have questions regarding this, please contact our Human Resources office at 715.232.2149.
In response to a public records request, the University of Wisconsin System will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7).
For campus safety information and crime statistics visit: http://www.uwstout.edu/police/clery.cfm
Applicants will need to complete all required fields and attach all required documents prior to submitting the online application.
Note: Once you have attached your materials and submitted your application you will not be able to go into the system and change them.
Required application materials:
- Cover letter specifically addressing how you meet the minimum and preferred qualifications
- Names, phone AND EMAIL information for a minimum of three (3) professional references. Will be requested after applications are evaluated.
(Official transcripts will be required at the time of hire if applicable.)
To ensure consideration complete applications must be submitted online by midnight CST on Sunday, Dec. 1, 2019.
Screening of applications may continue to be reviewed until the position is filled.
It is the policy of UW-Stout to provide reasonable accommodations to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual's disability.
For questions regarding this position or recruitment, please contact:
Search Chair: Dan Dunbar – email@example.com
If you need assistance with the online application process or if you submitted your application prior to uploading all of the required application materials, please contact:
Search Coordinator: Gretchen Metzler – firstname.lastname@example.org
Before starting the online application process we recommend you preview the frequently asked questions (FAQs) available at: https://kb.wisc.edu/hrs/page.php?id=21900
The University of Wisconsin System is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Spring 2020. Job duties and responsibilities will remain the same. For more information please visit: https://www.wisconsin.edu/ohrwd/title-and-total-compensation-study/
Job Family: Staff