Job Description

Job Summary:
The School of Medicine and Public Health's (SMPH) Office of Informatics and Information Technology is excited to be adding a new User Support Specialist to our research applications team! Help support faculty, staff, researchers, and students in a dynamic clinical, academic, and research-focused environment. Our team supports applications including: OnCore Clinical Trial Management System (CTMS); Florence eBinders; Advarra Payments; REDCap (Research Electronic Data Capture.)

Successful candidates will perform routine, first level technical troubleshooting by leveraging documented procedures and ensuring a high level of customer service to support groundbreaking research. Ideal candidates will have a willingness to learn and are detail oriented.

This position allows for remote work with quarterly in-person meetings (virtual attendance options available) and schedule is flexible within normal business hours of 7:30am to 5:00pm. This 2 year position has the potential to turn into an ongoing, permanent position based on funding and operational need.

Responsibilities:
Performs routine, first level technical troubleshooting by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
40% Identifies, troubleshoots, resolves, and/or escalates routine and first level technical problems for various products and services under close supervision
20% Receives and responds to inquiries and provides routine technical information through various communication mediums according to established policies and procedures
20% Documents inquiries and responses according to established policies and procedures and recommends procedural improvements to unit leadership
20% Provides entry level support for enterprise research applications
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 and Inclusion

Education:
Preferred
H.S. Diploma

Qualifications:
Required:
- Strong problem-solving skills
- Excellent communication skills
- Positive, customer-focused attitude

Preferred
- Experience providing help desk support
- Experience working with research or clinical trial systems

Work Schedule:
Schedule is flexible within normal business hours of between 7:30am and 5:00pm Central Time.