University of Wisconsin - Madison

Position Vacancy Listing

PVL # 100878

Position Summary:
Computer-Aided Engineering seeks an engaging new staff member to join our customer service team. The individual in this position will primarily work with helping triage and increase our effectiveness at the help desk by mentoring student staff and creating training materials and knowledgebase articles. This position will also take lead on new technical support initiatives as they arise - past examples would be MFA-Duo deployment and VoIP conversion. As needed, this position will also provide backup for a number of customer related areas in our student computing labs and staff support.

Principal duties:
Principle duties:
- Respond to customer support tickets escalated to a higher level
- Guide student workers on responding to customer support tickets
- Manage support escalation from the helpdesk to system engineers
- Improve training materials for student workers
- Help keep support documentation current and relevant
- Take lead on support for various technology implementation projects

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