University of Wisconsin–Madison

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University of Wisconsin–Madison



Apply now Job no: 217870-AS
Work type: Staff-Full Time
Location: Madison
Categories: Computer Science, Information Systems/Technology, Library, Museum, Arts

Position Summary:

The Public Services Coordinator works within MERIT (Media, Education Resources, and Information Technology), a vibrant service unit with a collaborative team of librarians, technologists, and instructional designers that support the UW-Madison School of Education's academic departments and service units. MERIT is dedicated to the practices of social justice, diversity, equality, and respect among our staff, students, collections, and services. We strive to overcome historical and divisive biases in our society and embrace diverse points of view as assets to the fabric of our community.

This position is responsible for coordinated, front-line, and supervisory support of the MERIT service desk. The MERIT service desk is an integrated service point, staffed primarily by talented students, supporting a teaching and learning environment. Areas of focus at the service desk include: IT/helpdesk support, library collections, information and reference, and a/v equipment circulation.

The Public Services Coordinator will oversee the daily activities of student staff across all areas of the service desk, support escalated customer service requests, troubleshoot complex technical problems for various products and services, and develop operational work plans to ensure that departmental standards and expectations are realized. This position reports to the Public Services Manager.

Position Duties:

List of Duties

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

Degree and Area of Specialization:

Associate's Degree or equivalent work experience

Minimum Years and Type of Relevant Work Experience:

At least 6 months of supervising and/or training 1 or more staff members in a service environment.
At least 6 months of providing public service.

Additional Information:


-Solutions-oriented, able to provide comprehensive technical support, troubleshoot hardware/software issues, and navigate computer operating systems and applications (local and web-based).
-Willingness to explore and learn new technologies and tools to improve processes and workflows.
-Excellent communication skills to foster development of our incredible student staff.
-Ability to problem-solve and think creatively.
-Strong customer service skills.
-Experience in a supervisory position.
-Commitment to equity, inclusion, and diversity in all aspects of their work.
-Ability to juggle multiple, often-competing deadlines.

-Knowledge working within a customer request or ticket-tracking system.
-Experience coordinating the schedules of multiple individuals.
-Familiarity with collaborative online tools (e.g. G Suite by Google, Office 365).

Physical Demands and Work Environment:
-Occasional evening and weekend hours may be requested



Work Type:

Full Time: 100%

Appointment Type, Duration:



Minimum $45,000 ANNUAL (12 months)
Depending on Qualifications

Instructions to Applicants:

To apply for this position, please click on the "Apply Now" button. You will be asked to upload a resume and cover letter as a part of the application process. Specifically address your ability to problem solve and think creatively within the cover letter. Please ensure that the cover letter and/or resume addresses how you meet the required/preferred qualifications for the position. You will also be asked to provide three professional/supervisor references during the application process.


Anna Lewis
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Official Title:


Employment Class:

Academic Staff-Renewable

Job Number:


  The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

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:

The University of Wisconsin-Madison 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:

Employment will require a criminal background check. It will also require you and your references to answer questions regarding 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).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Applications Open: Central Standard Time
Applications Close: Central Standard Time

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