University of Wisconsin-Madison
IT Help Desk Specialist III
Reporting to the Assistant Dean for the Online Education and Technology Center, the IT Help Desk Specialist III provides advanced technical support for the College of Business and Economics at UW-Whitewater, ensuring the effective installation, maintenance, and troubleshooting of hardware, software, and multimedia systems. This role serves as a liaison with central IT, aligning CoBE practices with university standards, while also mentoring student workers and promoting a customer-first service culture. Responsibilities include resolving complex support issues, managing technology resources, documenting procedures, and contributing to continuous service improvement in a fast-paced academic environment. Responsibilities:
Install, maintain, and troubleshoot hardware, configurations, multimedia, and software applications to meet organizational and business needs. Follow established procedures for tracking technology problems and solutions. Identify, troubleshoot, resolve, and/or escalate more complex first and second-level technical issues for various products (e.g. Microsoft Office, Google Suite, Teleconferencing Software, etc.) and services under general supervision. Receive and respond to routine questions and provide technical information to end users through various communication channels, adhering to established policies and procedures. Document inquiries, responses, and technical resolutions, recommending procedural improvements to enhance efficiency and customer satisfaction. Create and maintain documentation of operational procedures to improve customer satisfaction and promote efficiency. (Service Now articles CoBE specific) Work directly with Information Technology Services (ITS) and other Tech Partners across campus as a Tech Partner to ensure CoBE is adhering to enterprise IT standards, policies, and procedures. Order hardware, software, and supplies as needed for the College of Business and Economics and Hyland Hall. Model and promote a customer-first approach by training, coaching, and mentoring student workers to be increasingly independent in best practices for technical troubleshooting and interpersonal communication. Monitor student worker interactions with customers to identify areas for service improvement and lead continuous training efforts to address knowledge or performance gaps. Foster a positive, solutions-oriented culture that prioritizes empathy, patience, and proactive problem-solving to meet the diverse needs of end-users. Other duties as assigned. Key Job Responsibilities:
Develops operational procedures to improve customer satisfaction and promote efficiency Troubleshoots and resolves escalated complex technical problems for various products and services independently May plan, schedule, assign, and review work of individuals or for a defined project, program, or function Documents inquiries and responses and recommends procedural improvements to unit leadership Trains staff on operational work procedures to ensure adherence to existing policies Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures Department:
College of Business and Economics Compensation:
Well-qualified candidates can expect a starting annual salary within a range of $55,000 - $58,000. UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure. Required Qualifications: Two-year degree in a technology-related field or equivalent work experience. Experience in maintaining Windows and Mac operating systems and hardware. Experience with tools for desktop workstation management in an enterprise environment. Experience in troubleshooting technology support issues, e.g., Wi-Fi, VPN, and Shared Network Drives. Experience with maintaining desktop systems for customers in a production environment. Remote and in-person support. Ability to communicate technology concepts to customers clearly in writing and verbally. Customer service experience with the ability to work with customers with varied skill levels in using technology. Preferred Qualifications:
Four-year degree in technology-related field. Experience in a higher education environment. Microsoft Certifications. Experience with Service Now. Experience working with equipment vendors and warranty policies. Experience supporting classroom Audio Visual Systems. Ability to evaluate and test desktop software and different configurations. Knowledge Skills and Abilities:
Knowledge of IT systems, including hardware, software, networking, ITIL service frameworks, FERPA compliance, accessibility standards, and cybersecurity best practices. Abilities in help desk operations, coaching, and fostering a service-oriented, inclusive team culture. Strong customer service, communication, and interpersonal skills with the ability to translate technical information for non-technical users, handle escalations, and collaborate effectively. Excellent troubleshooting, problem-solving, organizational, and analytical skills with the ability to manage multiple priorities and drive continuous improvement. Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills How to Apply: Only complete application packages will be considered.
This includes online submission of the following documents: Cover Letter Resume Name and contact information for three professional references Contact Information:
If you have questions regarding this recruitment or if you are unable to complete the application online due to a disability or system problem, please contact us at (262) 472-1024 or hr@uww.edu. For questions regarding this position, please contact: Deborah Leising 262-472-4900 LeisingDJ25@uww.edu To Ensure Consideration:
Applications received by August 10, 2025 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. The most qualified applicants will be invited to participate in the next step of the selection process. Campus Information:
UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world-class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university's 11,500 students at its main and Rock County campuses. The team provides high-impact practices and academic programs
online and in person
from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one-third first-generation students and boasts strength in many areas, especially business and education. The campus and community embrace the Warhawk Family spirit, supporting the university's arts and nationally recognized NCAA Division-III level championship athletics. As a proud institution of access, more than 10 percent of undergraduate students use the acclaimed Center for Students with Disabilities
a priority mission since the 1970s. UW-Whitewater's campuses are located centrally near Milwaukee, Madison, and Chicago, offering easy access to the cultural and commercial opportunities of major metropolitan areas. Near both Lake Geneva and the Wisconsin Dells, the area attracts numerous visitors from across the country. Whitewater is a vibrant college community near the Kettle Moraine State Forest offering area residents seasonal outdoor enjoyment. The nearby Rock County campus is located in Janesville, a town of 60,000 located on the Rock River and known as Wisconsin's Park Place. Organization Information:
The University of Wisconsin-Whitewater is part of the 13-campus Universities of Wisconsin. 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 Regent Policy Document 20-19, University of Wisconsin System Criminal Background Check Policy and Universities of Wisconsin Administrative Policy 1275 Recruitment Policies, UW-Whitewater requires criminal background checks as a
Reporting to the Assistant Dean for the Online Education and Technology Center, the IT Help Desk Specialist III provides advanced technical support for the College of Business and Economics at UW-Whitewater, ensuring the effective installation, maintenance, and troubleshooting of hardware, software, and multimedia systems. This role serves as a liaison with central IT, aligning CoBE practices with university standards, while also mentoring student workers and promoting a customer-first service culture. Responsibilities include resolving complex support issues, managing technology resources, documenting procedures, and contributing to continuous service improvement in a fast-paced academic environment. Responsibilities:
Install, maintain, and troubleshoot hardware, configurations, multimedia, and software applications to meet organizational and business needs. Follow established procedures for tracking technology problems and solutions. Identify, troubleshoot, resolve, and/or escalate more complex first and second-level technical issues for various products (e.g. Microsoft Office, Google Suite, Teleconferencing Software, etc.) and services under general supervision. Receive and respond to routine questions and provide technical information to end users through various communication channels, adhering to established policies and procedures. Document inquiries, responses, and technical resolutions, recommending procedural improvements to enhance efficiency and customer satisfaction. Create and maintain documentation of operational procedures to improve customer satisfaction and promote efficiency. (Service Now articles CoBE specific) Work directly with Information Technology Services (ITS) and other Tech Partners across campus as a Tech Partner to ensure CoBE is adhering to enterprise IT standards, policies, and procedures. Order hardware, software, and supplies as needed for the College of Business and Economics and Hyland Hall. Model and promote a customer-first approach by training, coaching, and mentoring student workers to be increasingly independent in best practices for technical troubleshooting and interpersonal communication. Monitor student worker interactions with customers to identify areas for service improvement and lead continuous training efforts to address knowledge or performance gaps. Foster a positive, solutions-oriented culture that prioritizes empathy, patience, and proactive problem-solving to meet the diverse needs of end-users. Other duties as assigned. Key Job Responsibilities:
Develops operational procedures to improve customer satisfaction and promote efficiency Troubleshoots and resolves escalated complex technical problems for various products and services independently May plan, schedule, assign, and review work of individuals or for a defined project, program, or function Documents inquiries and responses and recommends procedural improvements to unit leadership Trains staff on operational work procedures to ensure adherence to existing policies Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures Department:
College of Business and Economics Compensation:
Well-qualified candidates can expect a starting annual salary within a range of $55,000 - $58,000. UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure. Required Qualifications: Two-year degree in a technology-related field or equivalent work experience. Experience in maintaining Windows and Mac operating systems and hardware. Experience with tools for desktop workstation management in an enterprise environment. Experience in troubleshooting technology support issues, e.g., Wi-Fi, VPN, and Shared Network Drives. Experience with maintaining desktop systems for customers in a production environment. Remote and in-person support. Ability to communicate technology concepts to customers clearly in writing and verbally. Customer service experience with the ability to work with customers with varied skill levels in using technology. Preferred Qualifications:
Four-year degree in technology-related field. Experience in a higher education environment. Microsoft Certifications. Experience with Service Now. Experience working with equipment vendors and warranty policies. Experience supporting classroom Audio Visual Systems. Ability to evaluate and test desktop software and different configurations. Knowledge Skills and Abilities:
Knowledge of IT systems, including hardware, software, networking, ITIL service frameworks, FERPA compliance, accessibility standards, and cybersecurity best practices. Abilities in help desk operations, coaching, and fostering a service-oriented, inclusive team culture. Strong customer service, communication, and interpersonal skills with the ability to translate technical information for non-technical users, handle escalations, and collaborate effectively. Excellent troubleshooting, problem-solving, organizational, and analytical skills with the ability to manage multiple priorities and drive continuous improvement. Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills How to Apply: Only complete application packages will be considered.
This includes online submission of the following documents: Cover Letter Resume Name and contact information for three professional references Contact Information:
If you have questions regarding this recruitment or if you are unable to complete the application online due to a disability or system problem, please contact us at (262) 472-1024 or hr@uww.edu. For questions regarding this position, please contact: Deborah Leising 262-472-4900 LeisingDJ25@uww.edu To Ensure Consideration:
Applications received by August 10, 2025 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. The most qualified applicants will be invited to participate in the next step of the selection process. Campus Information:
UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world-class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university's 11,500 students at its main and Rock County campuses. The team provides high-impact practices and academic programs
online and in person
from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one-third first-generation students and boasts strength in many areas, especially business and education. The campus and community embrace the Warhawk Family spirit, supporting the university's arts and nationally recognized NCAA Division-III level championship athletics. As a proud institution of access, more than 10 percent of undergraduate students use the acclaimed Center for Students with Disabilities
a priority mission since the 1970s. UW-Whitewater's campuses are located centrally near Milwaukee, Madison, and Chicago, offering easy access to the cultural and commercial opportunities of major metropolitan areas. Near both Lake Geneva and the Wisconsin Dells, the area attracts numerous visitors from across the country. Whitewater is a vibrant college community near the Kettle Moraine State Forest offering area residents seasonal outdoor enjoyment. The nearby Rock County campus is located in Janesville, a town of 60,000 located on the Rock River and known as Wisconsin's Park Place. Organization Information:
The University of Wisconsin-Whitewater is part of the 13-campus Universities of Wisconsin. 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 Regent Policy Document 20-19, University of Wisconsin System Criminal Background Check Policy and Universities of Wisconsin Administrative Policy 1275 Recruitment Policies, UW-Whitewater requires criminal background checks as a