The University of Wisconsin-Parkside invites applications for the position of IS Specialist.
Reporting to the IT Client Services Manager, this position performs professional IS work related to ongoing technical support for users of computer technology and the campus-wide computer network. The person in this position is primarily responsible for daily break fix functions of Desktop Support; will also participate with scheduling and coordinating computer replacement during the annual campus wide Computer Replacement rollout. The individual in this position must possess strong interpersonal skills and be able to teach and train student workers. The position also serves as a team member for various technical projects. The incumbent is operating under general supervision.
- An Associate’s Degree or higher degree
- 3 years of demonstrated experience in an IT user support field
- Demonstrated experience supporting Microsoft and Apple operating systems and Office productivity software
- An Associate’s Degree or higher degree in a Computer Information Systems or Management Information Systems Related field
- At least 3 years of demonstrated hands-on technology experience supporting desktop support services and/or networking services
- Experience working in higher education or government/non-profit organizations
- Advanced support-level skills for Mac and PC hardware and software, including operating systems and standard productivity applications
- Excellent troubleshooting and documentation skills
- Ability to work effectively in a team environment; and work independently with little supervision
ESSENTIAL DUTIES AND RESPONSIBILITIES
Desktop Support and Troubleshooting:
- Provide primary support for diagnosis, troubleshooting and repair of hardware-related problems of desktop, laptop, tablets, and printer hardware
- Troubleshoot Windows, Apple and/or Linux operating systems and software
- Configure and troubleshoot network settings for desktops and wireless devices. This requires an understanding of IP addressing, DNS and routing.
- Perform device imaging, application deployment and device inventory on Windows, Apple and/or Linux devices using SCCM or other similar tools. Work closely with IT staff developing supported computer images and assuring quality of images for distribution to campus.
- Research and diagnose issues related to Microsoft Group Policies, Active Directory, server file sharing and windows scripting
- Define computer standards and recommendations by researching emerging hardware and software technologies
- Work to ensure the security and confidentiality of sensitive data. Provide direct end user customer support for issues with desktop hardware, desktop software and enterprise applications
- Coordinate and execute timely problem resolution for escalated issues, working with staff and vendors, and communicate problem status to clients, and others as appropriate
- Track customer complaints. Assist with regular surveys of customers
- Develop and maintain good customer service, collaborative and interpersonal communication skills
Client Workstation Development and Administration: Inventory and Deployment:
- Assist with Windows desktop development, configuration, and updates using System Center Configuration Manager, Active Directory, and other tools as needed
- Perform the installation and recovery of computers for staff throughout the year
- Manage the collection of and maintaining information for campus workstation
- Install, troubleshooting, and maintenance of various specialty applications for departments across campus
- Workstation replacement planning and documentation
- Participate in the evaluation of new hardware from vendors for campus rollout
- Participate in the maintenance of campus wide computer asset records
- Assist in the organization of the annual Computer Replacement Program rollout of campus computer upgrades and workstations
- Organize and direct student employees who are assisting in workstation deployment and support
- Provide primary support with imaging and installation of faculty/staff computers
- Perform campus workstation replacement scheduling
- Assist with the installation, troubleshooting, and maintenance of various Windows specialty applications for departments across campus
- Advise faculty and staff on computer and software related purchases
- Provide management and direction to students and staff, and delegate assignments/projects based upon analysis of their specialized abilities and expertise
- Train student staff on effective ticket (call and problem resolution log) management, customer service and other professional skills
- Participate in campus wide technology activities such as project teams and core service teams as appropriate
- Work closely with end users and IT staff to define technology needs
- Develop, document, and communicate procedures that affect end users and ensure that they are easily understood and readily available. Maintain appropriate parts of the knowledgebase and the campus Web site.
- Consult and readily share information with other IT colleagues on and off campus about systems and techniques that they use
- Improve knowledge of the information technology and future trends through self-managed professional development
- Attend classes, training, and workshops with supervisor’s approval
- Perform other duties as assigned
Essential Knowledge, Skills, and Abilities:
- Working knowledge of and troubleshooting experience with Windows, Apple and/or Linux operating systems.
- Thorough knowledge of and experience with problem solving techniques for desktop computer systems including hardware, network connectivity, software and operating system troubleshooting
- Knowledge of Microsoft System Center Configuration Manager or similar tools
- Basic knowledge of Microsoft Active Directory and the use of Microsoft Group Policies
- Use of client service software in documenting service calls and technical solutions
- Highly developed problem solving and interpersonal skills
- Excellent written and oral communication skills and willingness to document technical procedures
- Thorough knowledge of Microsoft Office and other commonly used productivity software
- Ability to work with a diverse group of individuals forming many different teams, both inside and outside immediate units
- Knowledge of desktop security hardening and antivirus best practices, including virus removal/prevention and hacking detection/deterrence
- Must be able to visit user offices much of the day. Must be able to lift equipment such as computers, servers, and office printers up to 35 lbs. Must be able to work in confined spaces. Must be able to drive to meetings and conferences.
- A high degree of energy and initiative, adaptability, flexibility, and the ability to work on multiple tasks and projects with little direct supervision
- A demonstrated commitment to providing the best quality of service and support to faculty, staff and students.
- A demonstrated commitment to fulfill the mission, vision and strategic plan of Campus Technology Services and UW-Parkside
- Excellent analytical and communications skills
- Excellent personal skills, soft skills, and emotional intelligence skills
- Ability to reason/analyze; maintain confidentiality; and demonstrate patience, understanding
THE UNIVERSITY AND AREA
UW-Parkside is a regional comprehensive university that is committed to accessibility, academic excellence, student success, diversity, and community engagement. This beautiful campus is on 700 acres of woodland & prairie in the heart of the Milwaukee/Chicago corridor, between Racine and Kenosha and near Lake Michigan. The university enrolls approximately 5,000 students, many of whom are first- generation and nontraditional students. UW-Parkside benefits from the diversity of the communities it services in Kenosha, Racine, and Walworth Counties. Kenosha and Racine are small cities that offer tranquility and convenience. The myriad attractions of Milwaukee and Chicago are easily accessible, as is the solitude of the country. UW-Parkside is strongly committed to creating and maintaining a multicultural, pluralistic campus environment.
The tri-county region that comprises the University’s primary service area is home to an impressive array of businesses. There are more than 10,000 small businesses in the region, as well as a large number of globally-recognized employers. The college, through its active, engaged Advisory Board, enjoys a close relationship with many of these businesses. For further information regarding the University and community, please see our website at www.uwp.edu.
REVIEW OF APPLICATIONS
Applications received by 11:59 PM November 3, 2017, are ensured full consideration. Position is open until filled.
STEP 1: Please select the applicable link below:
External Candidate Apply Here (Candidates NOT currently employed by the University of Wisconsin System) – follow link then continue to STEP 2
Internal Candidate Apply Here (Candidates currently employed by the University of Wisconsin System) – follow link then under “Main Menu” choose:
- “Self Service”
STEP 2: Under "Job Search" choose:
- "More Options"
- Job Opening ID: "13368"
- Select "IS Specialist"
- Click "Apply Now"
- You must login before you can apply. Input your "User Name" and "Password" and select "Login"
- If you have not yet registered, click "Register Now" to begin the registration process
STEP 3: Submit application materials:
Please be sure to complete all required fields and include all required documents before submitting your application. Once submitted, you will not be able to edit or attach any application materials. Files must be complete to be considered. Please include the following documents:
- Cover letter addressing your qualifications for the position
You must select "SUBMIT", selecting "Save" will not forward your application materials to the search committee.
If you have questions about how to apply go to https://kb.wisc.edu/hrs/page.php?id=21544
In instances where the Search and Screen Committee is unable to ascertain from a candidates application materials whether she/he meets all of the required qualifications, or if all of the application materials are not submitted, they will be evaluated as not meeting such qualifications and may be excluded from further consideration.
SALARY AND BENEFITS
Commensurate with experience and education. The UW System provides a liberal benefits package, including participation in a state pension plan.
Benefit Details: https://www.wisconsin.edu/ohrwd/benefits/download/summaries/fasl.pdf
Total Compensation Estimator: https://www.wisconsin.edu/ohrwd/benefits/totalcomp/
A criminal background check will be required at the time of hire.
UW-Parkside is an AA/EEO employer. Individuals from diverse backgrounds are encouraged to apply.
It is the policy of UW-Parkside to provide reasonable accommodations to qualified applicants with disabilities. If you need assistance or accommodation in applying because of a disability, please contact the Office of Human Resources at 262-595-2204. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual's disability.
University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
In compliance with the Clery Act of 1998, the University of Wisconsin Parkside Crime Statistics Report is available at https://www.uwp.edu/live/offices/universitypolice/crimestats.cfm. Call the UW-Parkside Campus Police Office at (262) 595-2455 for a paper copy of the annual report.