• Job Description

  Req#: 505668

  Department Overview:	PCS employees perform work across the IT spectrum including end-user and IT administrator support, technical writing, application administration, system architecture & design, software testing, and development in multiple programming languages. As part of DoIT/User Services, PCS delivers Microsoft 365, Google Workspace, Zoom, and more to UW-Madison.
  Anticipated Start Date:	October 1, 2023
  Anticipated End Date (If Applicable):
  Remote Work Eligibility Detail:	100% Remote
  Anticipated Hours Per Week:	15 - 40 hours per week (Summer) 15+ hours per week (Fall/Spring Semester)
  Schedule:	M - F During Regular Business Hours (8:00am - 5:00pm)
  Salary/Wage Range/Lump Sum:	$15.00/hr minimum
  Number of Positions:	1
  Qualifications:	Knowledge in some or all of the following areas is preferred: IT end-user support methodology. Commitment to customer service. Problem-solving and troubleshooting techniques. Ability to prioritize and organize multiple projects simultaneously. Oral and written communication, team building, negotiation, and time management skills. Mac, Windows, iOS, and Android operating systems. Cloud-based productivity and collaboration applications. Experience creating end-user documentation.
  Knowledge, Skills & Abilities:	Excellent customer service skills and orientation. Excellent interpersonal, oral, and written communication skills. Commitment to teamwork, balancing team and individual responsibilities. Planning and organizational skills: coordinate meetings, assign tasks, and track progress. Logical thinking and progression when troubleshooting issues.
  Position Summary/Job Duties:	Diagnose and resolve cases escalated from the DoIT Help Desk. Provide direct technical support to end users via phone, email, and chat. Create and update end-user and administrator documentation. Work collaboratively with PCS technologists, DoIT technologists, and University staff to create and deploy solutions to meet business needs. Acquire and maintain working knowledge of PCS services and support processes. Participate in Service Team meetings. Work with Service Team Leads on service and support process improvements.
  Physical Demands:
  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/

• About the company

  The University of Wisconsin is a top-ranked research institution located in Madison, Wisconsin, providing exceptional education opportunities to undergraduates, graduate and professional students.

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