University of Wisconsin - Madison
| Position Vacancy ID: 83142 |
| Working Title: | Help Desk Support Tech |
| FTE: | 1 |
| Schedule - Range: | 07-04 |
| Organization: | INFORMATION TECHNOLOGY - USER SERVICES |
Schedule
Comment: | Because the help desk operates 7 days a week from 6 am to 1 am, scheduling is flexible and evening or weekend work may be required. |
| Job Summary: | This position provides end user support for the Human Resource System and will be part of the Help Desk Enterprise Application Support Team. Due to the complex systems and high profile use of these services, knowledge of business systems on the UW campus and for the UW System is encouraged. It is important to be able to quickly learn new systems in a constantly changing environment as new technology and systems are introduced and supported. Excellent critical thinking and analytical ability along with communication and interpersonal skills are required for all duties of this position. In addition to providing computing support to the members of the UW-Madison campus community as well as members of related institutions, this position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation for the various Division of Information Technology (DoIT) supported products and services.
DoIT provides a wide variety of technology services to the University of Wisconsin-Madison. It also provides service to UW system and other State entities. DoIT's mission is to lead the development and delivery of information technology services that help students, faculty, and staff work effectively as a community. Services span desktop-server-mainframe computing, networks, telecommunications, Internet connectivity, administrative and academic systems, instructional technology, plus many support services.
This position requires a person with excellent customer services skills along with the requisite technical knowledge. The ability to work and collaborate with other DoIT, University, and System staff. Excellent written and verbal communications skills, ability to multitask, and a strong sense of urgency are highly desirable. Because the help desk operates 7 days a week from 6 am to 1 am, scheduling is flexible and evening or weekend work may be required. Work is performed under close progressing to limited supervision.
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Goals and Worker Activities
| A. | 95% | Provide Level 1 and Level 2 Help Desk Support |
| | 1. | Provide Level 1 & 2 support in Business systems support including Human Resource System (HRS), E-Reimbursement, Mainframe, ISIS, Voice Services, WiscCal. Expert level knowledge is needed to support these complex systems. The customer base for many of these systems are the Faculty and Staff of the University of Wisconsin System. Being able to provide accurate and timely help is essential. |
| | 2. | Provide Level 1 contact and problem resolution for all DoIT supported products and services. |
| | 3. | Follow procedures and policies for the handling of incoming and outgoing support contacts via telephone, email, web request, chat, or walk-in service desk. |
| | 4. | Troubleshoot problems using effective methods to obtain information from the end-user. |
| | 5. | Instruct end users on simple operator error issues. |
| | 6. | Accurately log contact information along with problem and resolution notes in the problem management application. |
| | 7. | Escalate cases when necessary following appropriate documentation and procedures. |
| | 8. | Consult with shift lead worker as needed for unusual or unique situations. |
| | 9. | Perform Help Desk HDI or level 2 functions as assigned. |
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| B. | 5% | Professional Development |
| | 1. | Complete assigned training and maintain expertise at Help Desk Skill Level Three benchmark. |
| | 2. | Attend meetings, training events, and seminars sponsored by the Help Desk. |
| | 3. | Develop and pursue a plan of professional development in conjunction with the Help Desk Training Coordinator. |
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Knowledge and Skills
- Knowledge of the HRS system. Including a deep understanding of the University of Wisconsin Systems HR environments, understanding the complexity of these systems.
- Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
- Knowledge of administrative computing applications (e-reimbursement, mainframe, voice services, ISIS, kronos, student payroll, infoaccess applications)
- Knowledge of administrative computing applications (mainframe, ISIS, kronos, student payroll, infoaccess applications)
- Working knowledge of standard desktop applications.
- Excellent written and verbal communications including presentation experience.
- Knowledge and practice of interpersonal skills needed to address potentially difficult situations and customers.
- Ability to work in a team oriented, collaborative work environment.
- Understanding of the use of help desk call tracking and management applications as well as other management information systems that may be used in a technical support operation.
- Knowledge of the DoIT organization along with its products and services.
- Knowledge of both Windows and Macintosh Operating Systems.
- Knowledge of a variety of common software applications such as word processing, database, graphics, and multi-media applications.
- Knowledge of anti-virus and anti-spyware applications (such as Symantec Anti-Virus and Adaware, etc).
- Knowledge of email clients and web browsers (such as Outlook, Thunderbird, Mail App. and Internet Explorer, Netscape, Firefox, Safari, etc).
- Knowledge of internet connectivity problems (dialup, Ethernet, and wireless networking).
- Knowledge of PDAs and Smartphones.
- Knowledge of ACD systems, Infra, and Knowledge Base systems.
- Ability to interact in a courteous manner with customers and other users.