IT Support Technician - ICIT

INTRODUCTION:

The Department of Instructional, Communication and Information Technology (iCIT) at the University of Wisconsin - Whitewater at Rock County seeks an IT Support Technician.

The IT Support Technician will support the use of technology used in instruction and learning at the UW–Whitewater at Rock County campus.  This person will assist with day to day technology issues by performing basic troubleshooting steps, providing guidance on technology uses and using ITSM to escalate tickets to ensure they are resolved in an accurate and timely manner.  This position requires the ability to work in complex situations without sacrificing quality of service.  This position requires an effective communicator who can work closely with technology managers and staff in the division as well as convey information effectively to customers.  The IT Support Technician will report to, and take direction from, the Help Desk & Lab Manager.

JOB DUTIES:

75%   A. Tier 1 Help Desk Support

1. Workstation Support/AV Support.

2. Troubleshoot daily technology issues (hardware, software, printers, security, etc.) according to ICIT policies and procedures.  Train student employees to provide first-line support.  Serve as escalation point support for all office, lab and classroom technology.

3. Record all reported issues in ITSM.

4. Ensure the processes of the Online Education and Technology Center follow IT Service Management standards.

5. Maintain accurate inventory of all hardware and software licenses. 

6. Assure technology use is consistent with UW-Whitewater institutional policies, standards, procedures, and overall direction.

7. Monitor performance of systems and services and ensure efficient operation and high availability.

8. Work with workstation and user support teams regarding modifications and updates to ITSM and class environments.

9. Work with the workstation and user support teams on any technology project requests or new equipment needs.

10. Act as liaison between the Whitewater and Rock County campuses.

Classroom and Lab Support

1. Troubleshoot and resolve problems with AV equipment in classrooms, including projectors, doc cameras, audio systems, DVD players, instructor control panels.

2. Serve as escalation point for student employees for troubleshooting lab, classroom and office technology issues.

3. Train end-users on office, lab, and classroom technology following ICIT training procedures.

4. Support distance education activities.

5. Record classes for pubic speaking.

Connectivity/Wi-Fi Support

1. Assist students with Wi-Fi connectivity or other technical issues.

10%   B. Live Event Technology Support

1. Support live event and video conferencing, including Webex video call technologies.

2. Document issues, processes and technology that could be improved for future events.

10%   C. College Software Support

1. Test and maintain deployed software.

2. Maintain software documentation and training materials, if required.

5%    D. Personal and Professional Development

1. Assist management with the preparation of an annual personal and professional development plan.

2. Participate in personal and professional development activities identified to enhance job skills.

3. Stay abreast of the changing technologies by reading professional journals, attending workshops/seminars as well as learning from peers and colleagues both internal and external to the university.

QUALIFICATIONS:

Minimum Qualifications:

• Experience in maintaining Windows and Mac operating systems and hardware

• Experience troubleshooting technology support issues

• Experience with enterprise level ticket management systems (ITSM)

• Experience with tools for desktop workstation management in an enterprise environment

Desired Qualifications:

• Two-year degree in a technology-related field or equivalent work experience

• Microsoft and/or Apple Certification

• Experience with HP Service Manager

• Ability to evaluate and test desktop software and different configurations

• Ability to work with customers with varied skill levels in using technology including campus executive staff

• Ability to communicate technology concepts to customers clearly in writing and speaking

• Experience working with lab and classroom AV equipment including data projectors, sound systems, and other peripherals, and their interface to computers and networked systems

Knowledge, Skills & Abilities:

• Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills

• Ability to interact respectfully with people from diverse socioeconomic, cultural and ethnic backgrounds

CAMPUS INFORMATION:

Founded in 1868, UW–Whitewater is one of eleven comprehensive universities in a public higher education system that also includes two doctoral institutions, 13 freshman-sophomore branch colleges, and a statewide Extension. In the fall of 2018, as a result of the University of Wisconsin System’s restructuring of the state’s 13 two-year campuses formerly known as UW Colleges, UW–Rock County began operating as a branch campus of UW–Whitewater under the new name of University of Wisconsin–Whitewater at Rock County. Together, these campuses form a preeminent academic institution driven by the pursuit of knowledge, powered by a spirit of innovation, and focused on transforming lives. The University of Wisconsin-Whitewater Campus and Rock Campus are located conveniently near Milwaukee, Madison, and Chicago, and thus offers the advantage of beautiful small-town environments with easy access to the cultural and commercial opportunities of major metropolitan areas.

The Warhawk family — led by caring faculty and staff — is devoted to student success within a broad range of academic programs. UW-Whitewater has a special mission within the UW System to serve students with disabilities and, as such, embraces the principles of universal design and is one of the most accessible campuses in the state. The campuses have more than 200 student organizations and UW-Whitewater is a Division III NCAA university. UW-Whitewater is committed to seeking and sustaining a culturally and ethnically diverse campus environment, building a diverse faculty and staff with expertise and interest in serving students with diverse needs, backgrounds, ethnicities, abilities and other distinct characteristics in respectful, sensitive and understanding ways. The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and veterans.

ORGANIZATION INFORMATION:

The University of Wisconsin-Whitewater is part of the 26-campus University of Wisconsin System (https://www.wisconsin.edu).

Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a).

Per UPS Operation Policy: TC1, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.

The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.

For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see http://www.uww.edu/asfr. If you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.

To learn more about UW-Whitewater's competitive benefits packages go to our: ALEX webpage, which is our interactive benefits decision support tool.

SPECIAL NOTES:

UW-Whitewater embraces AAC&U’s LEAP principles (http://www.uww.edu/leap) and emphasizes student, staff and faculty participation in High-Impact Practices (https://www.aacu.org/resources/high-impact-practices). The Office of Research and Sponsored Programs (http://www.uww.edu/orsp) provides support for faculty scholarly and creative activities as well as other opportunities to apply for reassigned time and/or other resources to support research activities. UW-Whitewater faculty and staff also have access to technology transfer and research resources provided by WiSys (https://www.wisys.org). 

CONDITIONS OF APPOINTMENT:

University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources. 

TO ENSURE CONSIDERATION:

Review of applications will begin August 19, 2019 and this position will remain open until filled. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process. 

If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1024 or hrstudent@uww.edu.

For questions regarding the position, please contact:

Nicole Cervantes
Office Operations Associate
cervantn@uww.edu
(262) 472-7790

HOW TO APPLY:

Only complete application packages will be considered. A complete application includes online submission of the following documents:

• Resume/CV

• Cover Letter/Letter of Interest

• Three Professional/Supervisory References with contact information

This Job ID is 15758.