What are the responsibilities and job description for the Help Desk Support Coordinator position at University of Wisconsin-Milwaukee?
This role performs routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
This role also oversees student hiring processes, training, team documentation, and works with the Department of Human Resources on improving the hiring experience. Oversees knowledge management article creation. Provides monthly reporting on staffing levels, student training and creation and use of internal Help Desk and CTS knowledge articles.
- Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems for various products and services under general supervision
- Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership
- Assists in the development of operational procedures to improve customer satisfaction and promote efficiency
- Specific Job-Related Duties:
- Documents and enhances all aspects of the student hiring and training processes
- Creates and manages work schedules for student employees
- Supervises student hiring and training staff
- Collaborates with campus personnel and student career groups to improve the student hiring experience
- Maintains and updates internal technical knowledge base articles
Hybrid work options are available. This will be a primarily in-person role. Approximately 60-80% of work will be performed in-person at the main UW-Milwaukee campus. Specifics regarding work location requirements will be discussed during the interview process.
Minimum Qualifications
- 3 years of experience in customer service
- Proven experience troubleshooting and resolving end-user technical issues
- Experience in hiring, training, and/or delegating tasks to employees
- Familiarity with M365 products or similar productivity software
Preferred Qualifications
- Bachelor’s Degree in a related field
- Experience writing technical knowledge base articles
- Demonstrated leadership, coaching, and/or mentoring experience
- Experience working in higher education
