DoIT Student Help Desk Technician

Department Overview:

Join UW-Madison DoIT User Services in its goal of supporting campus technologies that further the teaching, learning, and research mission of the university. The Student Help Desk Technician position is a part of the Contract Partner Support team in the User Services department of DoIT which supports IT services to the over 70 departments/administrative units on campus like HR, Facilities, University Health Services, and many more. The Help Desk Technician will work 100% remote while providing a combination of front-line help desk support and computer support. You will work in an environment dedicated to collaboration, equity, diversity and inclusion.

Anticipated Start Date:

01/04/2027

Anticipated End Date (If Applicable):

 

Remote Work Eligibility Detail:

All Remote

 

Anticipated Hours Per Week:

Minimum: 10-15 

Schedule:

Flexible Monday thru Friday between 7:00am and 6:00pm (No weekend hours available).

Salary/Wage Range/Lump Sum:

Minimum: $15.50

Number of Positions:

3

Qualifications:

- Customer focused mindset.
- Passion to problem solve.
- Ability to work independently and on a team.
- Willing to take initiative to learn new skills and abilities.
- Commit to a work schedule of at least 10-15 hours per week.
- Ability to work and to remain focused in a remote environment.

Knowledge, Skills & Abilities:

- Experience working in a customer service environment.
- Knowledge and familiarity with Microsoft Windows and Microsoft Office.
- Technical experience.
- Excellent written and verbal communications.
- Ability to troubleshoot and resolve computer issues in a variety of mediums including phone, chat, email.

Position Summary/Job Duties:

Provide Support (80%)
- Provide support for campus administrative staff.
- Provide desktop support or remote desktop support for Apple and Windows computers.
- Follow procedures and policies for case handling
- Troubleshoot problems and gather information from the end-user.
- Instruct end users on complex issues.
- Accurately log information and case work within the case management system.
- Consult with Team Lead as needed for unusual or unique situations.

Perform Other Duties as Assigned (10%)
- Create, organize, review and update Help Desk knowledge base articles and documentation.
- Participate in quality and process improvement projects and activities.
- Represent the Contract Partner Support Help Desk on DoIT and campus teams and committees.
- Perform other duties as assigned.

Professional Development and Training (10%)
- Complete assigned training and maintain expertise at Contract Partner Support benchmark.
- Develop and pursue a plan of professional development in conjunction with the Help Desk Supervisor.

Physical Demands:

N/A

Institutional Statements:

Equal Employment Opportunity Statement:

UW-Madison is an Equal Employment, Equal Access Employer committed to increasing the diversity of our workforce.

Institutional Statement on Diversity:

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.

For more information on diversity and inclusion on campus, please visit: diversity.wisc.edu

Accommodation Statement:

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/