Job Description

Job Summary:
This position works in the School of Human Ecology (SoHE) in the Building, Infrastructure and Technology Services team under the direction of the IT Director. This position will serve as one of the primary points of contact for the technology and facilities support help desk. Position responsibilities include setup and upgrading computers, troubleshooting hardware and software issues for Window and MacOS computers in a Microsoft domain environment, and providing advice to faculty, instructional staff, students and research staff to help determine appropriate use of technology for instructional, research and administrative purposes. The position will also assist with maintenance and upgrade of technology infrastructure such as servers. In addition to technology support, the position assists with managing classroom AV systems as well as building maintenance, emergencies, and security.

Responsibilities:
Provides multidisciplinary information technology (IT) services to support routine to moderately complex IT functionality according to work unit or program's business goals and objectives.
30% Answers routine to moderately complex questions and provides information, creates documentation, and trains end users regarding hardware, software, applications, and technology access
30% Installs, maintains, and troubleshoots hardware, configurations, multimedia, and software applications for various environments and business needs
20% Researches potential technology purchases and makes recommendations to leadership according to work unit business needs and requests
15% Supports building maintenance and emergencies by reporting issues to campus FP&M, and follows up on outstanding work orders as needed. Supports building security including managment of keys, Keyminder system, and card access systems.
5% Provides support for classroom and conference room AV systems, including hybrid meeting solutions.
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 and Inclusion

Education:
Required
Associate's Degree in related technical field

Preferred
Bachelor's Degree

Qualifications:
Required Qualifications:
- Demonstrated experience providing exceptional customer service
- Experience with Dell and Apple computer hardware
- Excellent oral, written, and interpersonal communication skills with the ability to translate technical information into understandable and usable information for customers
- Ability to work independently, adjusting priorities when needed to meet the demands of the position
- May occasionally need to lift items up to 50 pounds.

Preferred Qualifications:
- Knowledge of cybersecurity concepts and practical measures to secure networks and computers, including firewalls, OS and application patching, vulnerability scanning, user privilege management, etc.
- Experience supporting MS Office 365 and MS Office application suites, Adobe Creative Suite, Zoom
- Demonstrated ability to work effectively and contribute in a team-oriented, collaborative environment
- AV support experience

Work Schedule:
Primarily Onsite in Nancy Nicholas Hall.
Up to one day per week of work from home when there is a project that can be done remotely.