What are the responsibilities and job description for the IT HELP DESK SPECIALIST II position at University of Wisconsin–Milwaukee?
Position Type University Staff Appointment Type Ongoing/Probationary Pay Basis Hourly Salary Grade 16 FLSA Status Nonexempt Percent 100% Posting Type Staff UWM Description
In instances where the Search and Screen Committee is unable to ascertain from a candidate’s application materials whether they meet any of the qualifications, they will be evaluated as not meeting such qualifications.
The University of Wisconsin-Milwaukee (UWM) is Wisconsin’s second-largest university, with a unique dual mission of access and research to provide high-quality education for students from all backgrounds. UWM is one of 146 top research universities recognized as “R1” by the Carnegie Classification of Institutions of Higher Education. Along with its main campus in Milwaukee, UWM has a branch campus in Waukesha.
UWM celebrates, values and promotes the diverse voices and experiences of its students and employees and our community partners. We believe diversity enriches and strengthens our institution. UWM is committed to providing equitable access to opportunities for students and employees from every background. We aspire to create a campus climate that is welcoming to all. Learn more here: https://uwm.edu/community-empowerment-institutional-inclusivity/about/
School/College/Division Description
UWM celebrates, values and promotes the diverse voices and experiences of its students and employees and our community partners. We believe diversity enriches and strengthens our institution. UWM is committed to providing equitable access to opportunities for students and employees from every background. We aspire to create a campus climate that is welcoming to all. Learn more here: https://uwm.edu/community-empowerment-institutional-inclusivity/about/
Employees at UWM in the Department of Campus Technology Support work in an innovative, collaborative, and casual work environment with flexible work/life balance schedules. We offer opportunities for challenging and progressive career development along with recognition programs and professional development. If you are a motivated, results-oriented individual who wants to make a real difference with our team, community, and the campus, we encourage you to apply!
Job Summary
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
- 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
As part of UWM’s commitment to supporting the success of our team members through positive experiences, employees are provided with Benefits to Benefit You and Your Life. UWM offers a comprehensive benefits package and contributes towards the cost of several benefit plans. Employees with a qualifying position also receive an extensive leave package including vacation, sick leave (with no expiration), personal holiday, and paid legal holidays. Please visit this link to view summary benefits information. (Compensation figures are for example purposes only.) UWM Benefits to Benefit You and Your Life
Application Instructions
Interested applicants are required to apply online and provide:
- A cover letter addressing your education/experience as it applies to all minimum and preferred qualifications
- A resume
In instances where the Search and Screen Committee is unable to ascertain from a candidate’s application materials whether they meet any of the qualifications, they will be evaluated as not meeting such qualifications.
Apply electronically at: https://jobs.uwm.edu/postings/40209 by the application deadline date of April 21, 2025. Questions about this position should be directed to Angelee Vang at vangap@uwm.edu.
UWM is an AA/EO employer: All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity/expression, disability, or protected veteran status.
Application Deadline 04/21/2025Salary : $50,000 - $55,000
