Help Desk Support Specialist

Department Overview:

UW-Madison's Division of Information Technology (DoIT) is the center of campus IT operations. DoIT's approximately 700 staff provide IT services and support to over 2,000 faculty, 16,000 campus staff, and 43,000 students - as well as schools, divisions, departments, and other units across the state. The Help Desk, in particular, provides free tech support and troubleshooting help via phone, chat, email, and in-person.

We are an organization managed largely by students that focuses on giving students the resources to be successful academically, professionally, and mentally.

Anticipated Start Date:

October 2024

Anticipated End Date (If Applicable):

 

Remote Work Eligibility Detail:

Partially Remote

 

Anticipated Hours Per Week:

10 - 25

Schedule:

Anticipated Hours Per Week: 10 (minimum) to 25 (maximum) hours per week during the academic year

Schedule: Student schedules are created based on submitted availability. We are open 7:00am - 11:00pm, 7 days/week.

Remote Work Eligibility Detail: The Help Desk is currently operating in a hybrid model including both onsite and remote options for shifts. Until further notice, we will continue to offer that into the Spring semester and possibly beyond. Student employees have the option of coming in or staying home to complete their shifts, and that decision can be made for every individual shift. There are some possible exceptions to this, including shifts at the Onsite Help Desk, which is an available training opportunity after you begin working. Employees may also be required to attend onsite training for advancement opportunities. If working remotely, a strong internet connection is required (~50Mb/s). All other equipment, including a laptop and headset, will be provided if needed. If you have any questions or concerns about remote work eligibility or expectations, please email us at hiring@hd.wisc.edu.

Salary/Wage Range/Lump Sum:

$15.00

Number of Positions:

5-10

Qualifications:

- Must be able to work 10 hours/week minimum with at least 8 of those hours worked within the timeframe of 7am to 5pm Monday - Thursday
- Must be willing to work Fall 2024 and Spring 2025
- Enrolled as a student in the greater Madison area
- Attention to detail and a strong desire to learn
- No prior experience necessary; all necessary training will be provided

Knowledge, Skills & Abilities:

As a Help Desk Support Specialist, you will gain experience with the skills listed below. Prior experience with these skills is desired but not required.
- Customer service, interpersonal, and communication skills
- Troubleshooting software/hardware, user accounts, internet connectivity, and much more
- Teamwork and collaboration with other student employees and full-time staff

Position Summary/Job Duties:

Position Summary

This is an entry-level, student position in providing excellent customer service and technical support to University of Wisconsin
students, faculty, staff, and other affiliates. As a Help Desk Agent, you will work on a diverse team of students of all majors who
have a passion for providing great customer service and learning new skills.

Duties
Provide exemplary customer service to users on and off campus via phone, chat, and email
Assist customers with software and tools including (but not limited to):
- NetID and DUO Accounts
- Learning Software
- Collaboration Software
- ... and more!
Collaborate with DoIT Staff to resolve customer inquiries and ensure case resolution

Job Perks
- Flexible scheduling; the DoIT Help Desk is open 7AM - 11PM during the academic year, so we regularly schedule around class schedules and accommodate any conflicts students may have.
- Learn customer service, technical skills, and teamwork to impress post-graduation employers.
- Opportunity to engage in professional development by participating in future candidate interviews, delivering community presentations on behalf of DoIT, and specializing in one of many Student Leadership Positions.
- Great starting pay at $15.00/hour with the opportunity of a raise to $15.25/hour after your first month working. Additional training and promotions are available with increased pay.
- Be part of an amazing community of coworkers and make new friends!

Hiring Timeline:
Application Close: Wednesday, September 25th, 2024
Interviews: Will be held in person on Monday, September 30th (6:00 - 8:00pm) OR Wednesday, October 2nd (6:00 - 8:00pm)
New Hire Training (mandatory): October 19th & 20th (9:00am - 5:00pm)

As a Support Specialist at the DoIT Help Desk, you can expect to learn new skills relating to communication, customer service, collaboration, and technology.

Physical Demands:

N/A

Institutional Statements:

Equal Employment Opportunity Statement:

UW-Madison is an Equal Employment, Equal Access Employer committed to increasing the diversity of our workforce.

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background-people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: diversity.wisc.edu

Accommodation Statement:

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

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