REQUIRED QUALIFICATIONS:

• Two-year degree in a technology-related field or equivalent work experience.
• Experience in maintaining Windows and Mac operating systems and hardware.
• Experience with tools for desktop workstation management in an enterprise environment.
• Experience in troubleshooting technology support issues, e.g., Wi-Fi, VPN, and Shared Network Drives.
• Experience with maintaining desktop systems for customers in a production environment.
• Remote and in-person support.
• Ability to communicate technology concepts to customers clearly in writing and verbally.
• Customer service experience with the ability to work with customers with varied skill levels in using technology.

PREFERRED QUALIFICATIONS:

• Four-year degree in technology-related field.
• Experience in a higher education environment.
• Microsoft Certifications.
• Experience with Service Now.
• Experience working with equipment vendors and warranty policies.
• Experience supporting classroom Audio Visual Systems.
• Ability to evaluate and test desktop software and different configurations.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of IT systems, including hardware, software, networking, ITIL service frameworks, FERPA compliance, accessibility standards, and cybersecurity best practices.
• Abilities in help desk operations, coaching, and fostering a service-oriented, inclusive team culture.
• Strong customer service, communication, and interpersonal skills with the ability to translate technical information for non-technical users, handle escalations, and collaborate effectively.
• Excellent troubleshooting, problem-solving, organizational, and analytical skills with the ability to manage multiple priorities and drive continuous improvement.
• 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

JOB DUTIES:

Reporting to the Assistant Dean for the Online Education and Technology Center, the IT Help Desk Specialist III provides advanced technical support for the College of Business and Economics at UW-Whitewater, ensuring the effective installation, maintenance, and troubleshooting of hardware, software, and multimedia systems. This role serves as a liaison with central IT, aligning CoBE practices with university standards, while also mentoring student workers and promoting a customer-first service culture. Responsibilities include resolving complex support issues, managing technology resources, documenting procedures, and contributing to continuous service improvement in a fast-paced academic environment.

RESPONSIBILITIES:

• Install, maintain, and troubleshoot hardware, configurations, multimedia, and software applications to meet organizational and business needs.
• Follow established procedures for tracking technology problems and solutions.
• Identify, troubleshoot, resolve, and/or escalate more complex first and second-level technical issues for various products (e.g. Microsoft Office, Google Suite, Teleconferencing Software, etc.) and services under general supervision.
• Receive and respond to routine questions and provide technical information to end users through various communication channels, adhering to established policies and procedures.
• Document inquiries, responses, and technical resolutions, recommending procedural improvements to enhance efficiency and customer satisfaction.
• Create and maintain documentation of operational procedures to improve customer satisfaction and promote efficiency. (Service Now articles CoBE specific)
• Work directly with Information Technology Services (ITS) and other Tech Partners across campus as a Tech Partner to ensure CoBE is adhering to enterprise IT standards, policies, and procedures.
• Order hardware, software, and supplies as needed for the College of Business and Economics and Hyland Hall.
• Model and promote a customer-first approach by training, coaching, and mentoring student workers to be increasingly independent in best practices for technical troubleshooting and interpersonal communication.
• Monitor student worker interactions with customers to identify areas for service improvement and lead continuous training efforts to address knowledge or performance gaps.
• Foster a positive, solutions-oriented culture that prioritizes empathy, patience, and proactive problem-solving to meet the diverse needs of end-users.
• Other duties as assigned.

KEY JOB RESPONSIBILITIES:

• Develops operational procedures to improve customer satisfaction and promote efficiency
• Troubleshoots and resolves escalated complex technical problems for various products and services independently
• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
• Documents inquiries and responses and recommends procedural improvements to unit leadership
• Trains staff on operational work procedures to ensure adherence to existing policies
• Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
  Department: College of Business and Economics