Job Description

Job Summary:
Computer-Aided Engineering (CAE) provides technology services to the College of Engineering at UW-Madison. We are a small team that is growing to meet new opportunities to improve our technology support models. We are looking for a new team member that is experienced with desktop and endpoint management tools and procedures and is ready to lead and define those efforts for a growing unit.

Under the supervision of the User Support Supervisor, this person will join an innovative, collaborative and dedicated staff in providing the computing infrastructure to deliver the instructional, research, and outreach services in the College of Engineering.

The person filling this position will provide a variety of technical support services that vary from desktop deployment to collaborating with staff and faculty to integrate technology into instruction and research. This person will be asked to steward technology needs by engaging in technology needs assessment and providing corresponding support and advice. In collaboration with other staff, this person will also play a role in exploring emerging technologies and making recommendations for new ways to apply these technologies to improve services across the college.

A successful candidate will have prior experience with a variety of software and hardware and will embrace the opportunity to learn and grow through supporting complex science and engineering. The ideal candidate will have demonstrated experience interacting well with a broad range of team members, customers, and ability levels.

CAE has a deep and profound commitment to diversity.

Responsibilities:
Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and provides training to end users.
50% Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
5% Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
10% Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
10% Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
10% Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
15% Ensure that departmental instructional computing needs are met by coordinating the general CAE computing environments and providing specialized deployments as needed.
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
Associate's Degree

Qualifications:
Required Qualifications
Experience supporting macOS and Windows.
Experience with software and hardware troubleshooting with demonstrated ability to work with a variety of platforms, people, and duties.
Demonstrated team skills and ability to work collaboratively with diverse groups.
Ability to exercise independent judgment to establish and maintain effective working relationships with fellow employees.
Well-organized with a sense of urgency and a desire for speed and accuracy.
Solutions-oriented approach in analyzing and resolving hardware, software and network problems.
Interest in exploring and learning new technologies and tools to improve processes and workflows.
Excellent communication and interpersonal skills coupled with strong customer service skills.

Preferred Qualifications
Experience supporting Linux desktops in a research and instructional environment.
Experience deploying desktops using a unified imaging model and deploying software over the network using tools such as Group Policy and Microsoft App-V.
Experience with Engineering software and/or working with scientific instruction
Experience working in an academic or scientific setting is a plus
Experience with ticketing systems to record problems and resolutions.
Experience with asset management systems and a strong desire for accurate detail.
Knowledge of SCCM to provide remote assistance via proven techniques, pertinent questions and good listening skills.
Comprehensive knowledge of IT best practices and processes.