Job Description

Job ID
17922
Location
UW Stout;Menomonie, WI
Full/Part Time
Full-Time
Regular/Temporary
Regular

JOB DETAILS:


This position delivers strategically significant and highly specialized information technology support services to end users in support of institutional technology operation.

Reporting to the Director of Client Technology Services (CTS), this position provides guidance, technology road mapping, and technical support for end users. In addition to this, the User Support Specialist III is responsible for supporting the eStout Student Laptop Program, the PC Repair program, and consultancy services with UW-Stout departments. Services include support of student, faculty, and staff notebook and desktop computers, maintenance of Stout inventories, and documentation and consultation on computer related technologies.

The User Support Specialist III position routinely plans and directs/oversees the work of student employees involved in eStout and PC Repair program tasks.

QUALIFICATIONS

Minimum / Required

  • Associate’s degree in Information Technology, Computer Science, Business Administration, or related field
  • 3 years or more experience in a technical environment
  • Strong customer service orientation
  • Experience mentoring entry level technical staff
  • Excellent interpersonal and communication skills
  • Effective troubleshooting techniques
  • Knowledge of Service Desk ticketing systems
  • Knowledge of the technologies related to personal computer systems
  • Experience supporting Macintosh and Windows operating systems
  • Knowledge of techniques used to establish and maintain effective working relationships with staff and clients

Highly Desired

  • Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
  • Experience with technology inventory and asset management
  • Excellent organizational skills
  • Demonstrated experience identifying trends and patterns to technology issues
  • Knowledge of Microsoft products, including but not limited to, Office365
  • Experience providing hardware support for Apple and HP notebook computers
  • Experience supporting mobile devices
  • Knowledge of basic principles of classroom technology
  • Experience in higher education

RESPONSIBILITIES

User Support and Consulting

  • Monitor ticketing system to identify issues that require escalation or additional resources
  • Serve as a main point of contact for individuals and groups providing advanced level organizational information about technology resources and addressing their needs
  • Develop and facilitate individual and group end user trainings, answer questions, and provide information specific to complex information technology end user products and services
  • Collect, analyze, and interpret data in order to solve problems requiring a high level of knowledge in a specific discipline.
  • Complete procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
  • Design, implement, troubleshoot, and resolve complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
  • Lead, schedule logistics, and secure resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
  • Serve as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
  • Ensure customer satisfaction by responding to tickets escalated from the Technology Helpdesk.
  • Escalate issues to the CTS Director or other advanced teams which cannot be resolved by the team.
  • 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
  • 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 technical support and training in the use of campus-supported software and other technology, including printers and other peripherals
  • Ensure compliance with and educate users on software copyright and licensing agreements
  • Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications

Support of the eStout Laptop Program

  • Monitor ticketing system to identify issues that require escalation or additional resources
  • Mentor, train and provide guidance to a team of student support workers and assist them in their day-to-day support of our eStout and PC Repair programs
  • Participate in the maintenance of student laptop and laptop accessory inventories
  • Provide expertise on the installation and maintenance of software specific to the student laptop program
  • Participate In the planning of laptop images for use on student laptops
  • Provide requested inventory data to eStout and PC Repair team in support of both programs
  • Participate in student laptop deployment and return processes
  • Assist in the training and professional guidance of QA and PC Repair student staff

See UW System Job Description: User Support Specialist III

TO APPLY

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:

  1. Cover letter*
  2. Resume
  3. Names and contact information for a minimum of three (3) professional references

*Please use your cover letter to speak to each of the Minimum/Required Qualifications for this position as listed above. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

To ensure consideration complete applications must be submitted online by Sunday, January 30, 2022. Applications submitted after 1/30th may be reviewed until the position is filled.

Before starting the online application process, we recommend you preview the frequently asked questions (FAQs) available at: https://kb.uwss.wisconsin.edu/21900

It is the policy of UW-Stout to provide reasonable accommodation 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 accommodation for a qualified individual's disability.

For questions regarding this position or recruitment, please contact:

Search Chair: Trent Isaacson

Email: isaacsont@uwstout.edu

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

Email: metzlerg@uwstout.edu

DEPARTMENT INFORMATION

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.

INSTITUTIONAL OVERVIEW

University of Wisconsin-Stout prepares lifelong learners, ethical leaders and responsible citizens in an equitable, inclusive, and sustainable environment through collaborative career-focused programs that integrate applied learning, theory and research. UW-Stout is committed to developing an inclusive community that fosters a rich, dynamic, and collaborative environment in which to work and grow, celebrating the diversity of individual perspectives and experiences.

A member of the University of Wisconsin system, UW-Stout is unique within the University of Wisconsin 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 an integrated liberal arts foundation.

UW-Stout offers 47 undergraduate and 23 graduate degrees, including 21 masters and 2 advanced degrees. The current enrollment is approximately 8,000 students.

UW-Stout is committed to investing in and ensuring access to equitable, diverse, and inclusive learning, student living, and work environments that reflect our regional and global connections.

The UW-Stout campus community enjoys 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 encourages collaboration within and across disciplines and professions.

The university is on a beautiful campus in Menomonie, situated in western Wisconsin, 60 minutes east of Minneapolis-St. Paul on Interstate 94. Located in the scenic Chippewa Valley region with a population base of more than 200,000, Menomonie is a city of more than 16,400, surrounded by lakes, streams, and woodlands. For more information about the UW-Stout community and region visit: https://www.uwstout.edu/about-us/our-community

Facts and data about the university: https://www.uwstout.edu/about-us/meet-our-leadership/institutional-accreditation/fact-book

ADDITIONAL INFORMATION

Competitive salary commensurate with qualifications and experience. The UW System provides an excellent benefits package including participation in the Wisconsin State retirement plan.

All qualified candidates meeting application requirements will receive consideration for employment and will not be discriminated against. As an equal employment opportunity and affirmative action employer, UW-Stout welcomes applications from individuals from diverse groups; veterans, individuals with disabilities and from historically excluded populations. UW-Stout provides equal opportunity to all persons and is committed to inclusive excellence. At UW-Stout we value our differences and welcome diverse perspectives as we continually commit to developing an inclusive and equitable environment for all employees and students.

Employment is contingent upon the final candidate’s completing a criminal background check and being cleared to work by the Human Resources team. Employment is also contingent upon the final candidate passing 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.

Must be authorized to work in the U.S. Sponsorship is not available 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, Phone: 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).

UW-Stout is committed to providing safety and security of all members of our community in accordance with the Clery Act. For campus safety information and crime statistics visit: https://www.uwstout.edu/life-stout/police-and-parking/clery-information

Job Family: Support