IT Support Technician - Information Technology Services

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Position Title:

IT Support Technician - Information Technology Services

Job Category:

Academic Staff

Employment Type:

Regular

Job Profile:

IT Help Desk Specialist III

Job Duties:

Attention:

The Department of Information Technology Services at the University of Wisconsin-Whitewater seeks an IT Support Technician on the Extended Services Shift (IT Help Desk Specialist III, IT047).

Job Summary:

The IT Support Technician provides elevated, hands-on technology support for university employees, students, classrooms, events, and campus systems. This position independently investigates and resolves technical issues escalated beyond initial Help Desk support; troubleshoots Windows and macOS devices and applications; supports select enterprise systems; and assists with system upgrades and technology projects. The position develops documentation, procedures, and tools that improve IT support operations and works directly with technical and non-technical users to provide responsive, professional customer service while taking ownership of problems through resolution or appropriate escalation. This hands-on role offers opportunities to build experience in advanced troubleshooting, enterprise technology support, system upgrades, projects, and service improvement. Hours are Tuesday-Thursday, 11:00 am - 8:00 pm; Friday, 12:00 - 6:00 pm; and Saturday, 9:00 am - 4:00 pm.

Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service to support mission activities of the institution through information technology (IT). This position reports to the Strategic Services Manager.

Work Schedule and Expectations:

This salaried position generally requires approximately 45 hours per week to fulfill position responsibilities effectively. This is an on-site position. Adjusted hours will be required occasionally to support operational priorities, project deadlines, university needs, or other position-related responsibilities.

Job Responsibilities:

Troubleshoots and resolves escalated complex technical problems for various products and services independently

Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures

Documents inquiries and responses and recommends procedural improvements to unit leadership

Develops operational procedures to improve customer satisfaction and promote efficiency

Provides first level support for select university systems

Provides technology support for university events as needed

Trains staff on operational work procedures to ensure adherence to existing policies

May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

May require adjustment to regularly scheduled hours to meet university needs.

All other duties as assigned by the CIO or Deputy CIO

CONDITIONS OF APPOINTMENT:

University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources. UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.

Key Job Responsibilities:

May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

Troubleshoots and resolves escalated complex technical problems for various products and services independently

Develops operational procedures to improve customer satisfaction and promote efficiency

Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures

Trains staff on operational work procedures to ensure adherence to existing policies

Documents inquiries and responses and recommends procedural improvements to unit leadership

Department:

Information Technology Services

Compensation:

Well-qualified candidates can expect a starting annual salary within the range of $55,000 - $60,000 commensurate with the candidate's education, related experience, and qualifications.

UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure .

Required Qualifications:

Bachelor’s degree in information technology, Computer Science, Information Systems, Business, a related field, or equivalent experience.

Experience providing customer services in IT support, Help Desk, or a related technical role

Demonstrated experience with Microsoft Windows and/or Apple macOS operating systems, along with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)

2+ years of ServiceNow or other IT service management tools experience

Experience documenting processes, procedures, and/or user support guides.

2+ years of technical support technical expertise (advanced troubleshooting) in enterprise IT environments, including Windows, macOS, mobile devices, project involvement, collaboration tools, network printing, and business-critical applications

Preferred Qualifications:

One or more years of experience with Microsoft MECM, Intune, and/or Jamf for enterprise device management

Experience supporting instructional technologies such as learning management systems, streaming media, Webex, Teams meetings, Zoom

Experience supporting instructional technology hardware such as lab and classroom AV technology, cameras, recording equipment, sound equipment, microphones, and other event support equipment

Experience with inventory and asset management tools and processes

Knowledge, Skills and Abilities:

Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds

Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills.

How to Apply:

Only complete application packages will be considered. This includes online submission of the following documents:

Cover Letter

Resume

Name and contact information for three professional references

Contact Information:

If you have questions regarding this recruitment or if you are unable to complete the application online due to a disability or system problem, please contact us at (262) 472-1024 or hr@uww.edu .

For questions regarding this position, please contact:

Katie Gantt

ganttk@uww.edu

To Ensure Consideration:

Applications received by September 24th , 2026 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. The most qualified applicants will be invited to participate in the next step of the selection process.

CAMPUS INFORMATION:

UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world-class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university’s 11,500 students at its main and Rock County campuses. The team provides high-impact practices and academic programs — online and in person — from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one-third first-generation students and boasts strength in many areas