ONSITE Desktop Support 2

The University of Wisconsin-Madison’s Wisconsin Public Media Division is looking for a Desktop Support 2

This is a repost of 154557 due to an increased bill rate and increased title. They manager also felt the candidates were unqualified. Please do NOT resubmit the same candidates. Feedback from the manager: "The submitted candidates' experience was primarily in large organizations where its heavily call center support, documenting the ticket and escalating. At UW, we need more of a generalist with hands-on desktop support experience doing more than just level 1 triage. Also, many candidates' on-paper experience did not translate in the interview. For example, they mention doing support, but in reality it was doing phone repairs which is not what we’re looking for."

Top Skills & Years of Experience:

1-3 Years of experience in the below:

- Demonstrated experience in a customer-facing role with strong active listening skills and a focus on professional, empathetic support.

- Excellent verbal and written communication skills, with the ability to understand user needs and explain basic technical concepts to non-technical users.

- Experience supporting modern computer hardware (desktops, laptops) and operating systems (Windows 10/11, macOS).

- Ability to apply practical, logical troubleshooting to identify, resolve, or escalate basic technical issues

- Demonstrated curiosity and a strong eagerness to learn new skills, technologies, and support procedures.

- Ability to work both independently and collaboratively within a team.

- Ability to accurately follow established policies, procedures, and documentation.

Nice to have skills:

- Experience using a ticketing system to help customers

- Experience with applications like Microsoft 365 or Google Workspace.

- Basic understanding of Active Directory (e.g., password resets) and fundamental networking concepts.

- Experience providing technical support in a higher education or public-sector environment.

Interview Process: First round interviews are Zoom with camera on. Second round interviews will be on-site.

Duration of the Contract: 6-month contract.

Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. This role is 100% on-site.

Project Details: As our User Support Specialist I, you will be the welcoming, first point of contact for all our colleagues. In this hands-on role, you'll be responsible for:

• Providing frontline support for the tools our teams use every day, including Office 365, Google Workspace, Windows/Mac applications, printers, and file shares.

• Troubleshooting day-to-day tech challenges, setting up new equipment, and working with staff to solve their problems.

• Learning about and helping with the workflows staff use to create media.