Helpdesk & Web Conference Support Technician

Department Overview:

The Information Technology Department at the Wisconsin Historical Society (WHS) manages the technology and computer infrastructure that drives the Agency’s business systems and automation requirements. The IT department manages infrastructure, software, and technical workflows that support the WHS's numerous program areas, 12 historic locations around the state, and its headquarters building in downtown Madison, WI.

Anticipated Start Date:

09/16/2024

Anticipated End Date (If Applicable):

 

Remote Work Eligibility Detail:

Not Remote

 

Anticipated Hours Per Week:

10-20

Schedule:

Monday - Friday, flexible scheduling to accommodate class schedule.

Occasional weekend and after-hour shifts, both in-person and remotely, available for event support (e.g., online webinar support, in-person AV support at WHS HQ).

Salary/Wage Range/Lump Sum:

$15.00-$18.00 hourly

Number of Positions:

2

Qualifications:

*WORK STUDY REQUIRED*
Currently enrolled as a student in a relevant field (e.g., Information Technology, Computer Science, etc.)
Strong written and verbal communication skills
Excellent customer service skills and able to translate complex technical topics to non-technical users
Experience with web conference and online collaboration platforms (Teams, Zoom Pro, Zoom Webinar, Google Workspace)
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Knowledge, Skills & Abilities:

Knowledge of basic IT concepts and practices
Ability to analyze technical problems and identify solutions
Attention to detail and strong organizational skills
Ability to work independently and as part of a team

Position Summary/Job Duties:

Under the general supervision of the Deputy IT Director, the Wisconsin Historical Society IT department is seeking motivated and detail-oriented student workers to provide technical support and troubleshooting to end-users across various Divisions. This role involves assisting with software and hardware issues, resolving technical inquiries, and supporting web conference platforms.

Key Responsibilities:
• Technical Support:
o Provide first-level technical support for computer hardware and software issues.
o Troubleshoot and resolve common technical problems related to operating systems, applications, and network connectivity.
o Assist users with software usage inquires, reported issues, and configurations.

• Web Conference & AV Event Support:
o Manage and maintain web conference platforms, ensuring optimal performance and functionality.
o Provide technical support for remote & hybrid web conference users, including troubleshooting audio, video, and screen sharing issues.
o Assist in the planning and execution of virtual meetings and events.

• Documentation:
o Create and maintain knowledge base articles and documentation to assist users and streamline troubleshooting processes.

• Customer Service:
o Provide excellent customer service by resolving technical issues promptly and effectively.
o Communicate technical information clearly and concisely to users of varying technical backgrounds over the phone, video, chat, or via email.

Physical Demands:

none

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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