User Support Specialist

JOB DETAILS:

This position delivers strategically significant and specialized information technology support services to end users in support of UW-Stout's 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 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 computers, maintenance of Stout inventories, as well as documentation and consultation on computer related technologies.

QUALIFICATIONS

Minimum / Required

• Associate's degree in Information Technology, Computer Science, Business Administration, or related field or equivalent education and/or experience
• 3 + years experience in a technical environment
• Strong customer service orientation
• 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 or Windows operating systems

Highly Desired

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
• Experience with Service Frameworks (i.e.: ITIL)
• Experience with technology inventory and asset management
• Project management experience
• Experience mentoring entry level technical staff
• Experience supporting both Macintosh and Windows operating systems
• Excellent organizational skills
• Experience in K-12 or higher education
• Demonstrated experience identifying trends and patterns to technology issues
• Knowledge of Microsoft products, including but not limited to, Microsoft 365
• Experience providing hardware support for Apple and PC Devices
• Experience supporting mobile devices
• Knowledge of basic principles of classroom technology support

RESPONSIBILITIES

User Support and Consulting

• Monitor ticketing system to identify issues that require escalation or additional resources.
• 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.
• Serve as a main point of contact for individuals and groups providing advanced level organizational information about technology resources and addressing their needs.
• Communicate with faculty, students and staff to ensure computing needs are addressed in a timely fashion.
• 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.
• Provide troubleshooting 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.

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, Wisconsin's only Polytechnic University, offers an unmatched career-focused education that combines applied learning, theory and research with real-world experience that prepares tomorrow's leaders to drive the future of business and industry. At UW-Stout, our students think and do from day one, and we are proud to produce lifelong learners, ethical leaders and responsible citizens who succeed in a global society.

UW-Stout is recognized nationwide for its operational excellence. We were the first and remain the only full four-year public higher education institution in the nation to receive the Malcolm Baldrige Award, and we are dedicated to a process-improvement model that leverages the power of data and the value of our people. We believe in critical thinking and fact-informed decision making. We pursue sustainability in form and function and collaborate across campus and with our partners to solve problems in industry and society. And providing an equitable, diverse and inclusive environment for our faculty, staff and students to live, learn and work is a top priority.

We offer 45+ undergraduate degrees, 20+ graduate degrees and 30+ professional certificates in Art, Design & Graphics; Business & Management; Education; Human & Social Sciences; Information Technology & Communications; and Science, Engineering & Math. Our first-class digital infrastructure and learning environments provide our nearly 7,000 students with every avenue to explore and personalize their success. And we invest in people who share our vision to advance our position as Wisconsin's only Polytechnic University and as a regional, national and international leader in higher education.

Be a part of the future at UW-Stout. Learn more at https://www.uwstout.edu/about-us

University of Wisconsin-Stout is located in Menomonie, Wisconsin, a community an hour east of Minneapolis-St. Paul. A pillar of Wisconsin's Chippewa Valley and recognized as one of the best small towns in America, Menomonie provides an idyllic combination of natural beauty, outdoor recreation, boutiques and arts and culture with access to a metropolitan area. For more information about the UW-Stout community and region visit: https://www.uwstout.edu/about-us/our-community

Job Family: Staff