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AIMS HELP DESK ANALYST

Apply now Job no: 246071-FTF
Work type: Partial Remote, Staff-Full Time
Department:DOIT/DIVOFFICE/DEPUTY CIO OPS
Location: Madison
Categories: IT User Support

Job Summary:

The Help Desk Analyst position is a part of the Administrative Information Management Services (AIMS) unit within the Division of Information Technology (DoIT). AIMS provides IT services to the administrative units on campus like HR, Facilities, University Health Services, and many more.

The Help Desk Analyst will provide a combination of help desk support (level 1 & 2) and computer support both remotely and on campus using our case management system (Cherwell) and our call center solution (Finesse). You will report to the AIMS Help Desk Manager.

About the Job:

User Support Specialist II (IT050)

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:

Preferred
Associate's Degree

Qualifications:

Required qualifications:
-Demonstrated experience providing excellent customer service
-Effective written, listening, and oral communications skills
-Knowledge and practice of interpersonal skills needed to address potentially difficult situations and customers
-Ability to work in a team oriented, collaborative work environment
-Ability to organize effectively and handle multiple tasks simultaneously
-Ability to work independently, adjusting priorities when needed to meet demands of position
-Ability to translate technical information into understandable and usable resources for customers
-Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations
-General analytical and troubleshooting procedures needed to assist customers
-Experience with help desk call tracking and incident management applications and concepts
-May occasional need to lift items up to 50 pounds.
-Driving is required

Preferred qualifications:
-Experience with asset management applications and concepts
-Experience with workstation hardware, particularly Dell and Apple computers and HP printers and scanners
-Experience with workstation hardware, particularly Dell and Apple computers and HP printers and scanners
-Experience with image creation, maintenance and deployment tools and techniques (e.g. Altiris, SCCM)
-Knowledge of workstation OS and application patching and maintenance tools and techniques for Windows 7 (and higher)
-Experience with network and desktop security measures, including Cisco VPN, Windows Firewall, and Firewall concepts in general
-Understanding of TCP/IP networking concepts, internet connectivity concepts
-Experience with remote control software (Remote Desktop, Symantec PCAnywhere, RHUB or equivalent)
-Experience with managing and supporting locally attached and networked printers
-Experience with anti-virus and anti-spyware applications (such as Symantec, Adaware, SpyBot, etc.)
-Experience with Microsoft's infrastructure technologies (Active Directory, Operating Systems especially Windows 7 (and higher), MS SQL, etc.)
-Experience provisioning, managing and use of virtual desktops
-Understanding of multi-tiered client-server applications
-Experience with email clients and web browsers
-Experience with client-server application systems in network environment

License/Certification:

Required
Drivers License - Valid and Meets UW Risk Management Standards

COVID-19 Vaccination Requirement:

UW-Madison employees are required to be fully vaccinated for COVID-19 prior to January 18, 2022 or the first day of employment, whichever comes later. An individual is considered fully vaccinated for COVID-19 two weeks after receiving the single-dose vaccine or two weeks after the second dose in a two-dose vaccination series. Medical or religious accommodations will be considered. Please visit https://covidresponse.wisc.edu for more information.

Additional Information:

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.

Department(s):

A060110-INFORMATION TECHNOLOGY/DIVOFFICE/DEPUTY CIO OPS

Work Type:

Full Time: 100%

The candidate selected for this position will initially perform a combination of on-site and remote work subject to an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. In the future, this position will likely perform a combination of onsite and remote work. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a University provided computer. Typically, this position is on-site for two weeks and then remote for 4/5 weeks.

Work Schedule:

M-F 7 AM - 5 PM

Appointment Type, Duration:

Terminal, 12 month appointment.
This position has the possibility to be extended or converted to an ongoing appointment based on need and/or funding. This position will initially last one year, with the possibility of extending the position up to a maximum of two years and/or it may turn into an ongoing appointment based on program need and funding availability.

Salary:

Minimum $24.04 HOURLY
Depending on Qualifications

How to Apply:

APPLICATION INSTRUCTIONS:
Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:
Resume (REQUIRED)
Cover letter (REQUIRED)
Please use your cover letter to speak to each of the Required Qualifications for this position (listed above in the Qualifications section). For each Required Qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

Contact:

Charissa Weber
charissa.weber@wisc.edu
608-262-6124
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:

User Support Specialist II(IT050)

Employment Class:

University Staff-Fixed Term

Job Number:

246071-FTF

  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: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

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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