IT User Support Specialist I

Wisconsin Public Media (WPM), a division of the University of Wisconsin-Madison, is excited to invite applications for an IT User Support Specialist I to join our team. This is a fantastic opportunity for someone who loves to solve problems, learn new technologies, and work directly with the creative storytellers, from our radio hosts to our TV producers, at the heart of WPM's public service mission.

As our IT User Support Specialist I, you will be the welcoming, first point of contact for all our colleagues.

In this hands-on role, you'll be responsible for:

• Providing frontline support for the tools our teams use every day, including Office 365, Google Workspace, Windows/Mac applications, printers, and file shares.
• Troubleshooting day-to-day tech challenges, setting up new equipment, and working with staff to solve their problems.
• Learning about and helping with the workflows staff use to create media.

Your work is essential as it enables our staff to have the reliable technology they need to create, produce, and share their work with audiences across the state.

We are seeking a candidate who is a curious and creative problem-solver, values collaboration, and is genuinely driven by our mission. This role will report to the User Support Services Manager.

This is a full-time, 40 hour a week position.

This position is Ongoing/Renewable.

This is a full-time position that works core business hours, Monday - Friday, 8:30 a.m.-5:00 p.m onsite at Vilas Communication Hall on the UW-Madison campus. This position may require responsiveness and the ability to address urgent needs that arise outside of standard business hours.

This position requires the ability to sit or stand at a desk and use a computer, keyboard, and mouse for several hours at a time. The role also requires occasionally lifting and carrying supplies up to 30 lbs such as monitors, PCs and other tech equipment.

• Identifies, troubleshoots, resolves, and/or escalates basic data, network connectivity, client/server processes, and application issues according to established policies and procedures

• Assists with the operational maintenance of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements

• Serves as an initial point of contact for individuals and groups providing basic organizational information about technology resources and addressing their needs

• Assists with basic procurement, installation, configuration, repair, and modification of various technology hardware, software, and associated components under close supervision

• Assists in maintaining internal knowledge base documentation and creating new documents for common technical issues.

• Provides basic, one-on-one instruction and guidance to end-users on the use of standard hardware, software, and business applications.

Wisconsin Public Media, Director's Office, Information Technology

PBS Wisconsin and Wisconsin Public Radio are part of Wisconsin Public Media. The person in this position will be required to comply with the Wisconsin Public Media Code of Ethics: https://wpm.wisc.edu/policies/, in addition to the UW-Madison code of ethics.

#PBS #WPR

Since this position is full-time (40 hours per week), and in accordance with the Fair Labor Standards Act (FLSA), the pay will convert to an hourly wage with an expected pay range of $24.04 to $26.44 per hour. The annualized rate of pay expected will be between $50,000 and $55,000. Actual pay will depend on experience and qualifications.

This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund. For a summary of benefits, please see https://www.wisconsin.edu/ohrwd/benefits/download/fasl.pdf.

• Experienced in engaging directly with customers, using attentive listening and a supportive, professional approach to assist users across varying technical skill levels.
• Experience supporting modern computer hardware (desktops, laptops) and operating systems (Windows 10/11, macOS).
• Ability to apply practical, logical troubleshooting to identify, resolve, or escalate basic technical issues.
• Demonstrated curiosity and a strong eagerness to learn new skills, technologies, and support procedures.
• Ability to work both independently and collaboratively within a team.
• Ability to accurately follow established policies, procedures, and documentation.

• Experience using a ticketing system (osTicket, Zendesk, Freshdesk, etc) to help customers.
• Experience with applications like Microsoft 365 or Google Workspace.
• Basic understanding of Active Directory (e.g., password resets) and fundamental networking concepts.
• Experience providing technical support in a higher education or public-sector environment.
• Familiarity with audio/video recording equipment.

H.S. Diploma Preferred Minimum

Click the "Apply" button to start the application process. Please note, there is only one attachment field. You must upload all of your documents in the attachment field, either as one combined document, or separate documents.

The following must be received for your application to be complete:

• A cover letter referring to your related work experience,
• A resume detailing your educational and professional background.

We are eager to learn more about how your experience may align with this position. Please submit a cover letter referring to your related work experience and a resume detailing your educational and professional background. Please keep in mind your cover letter and/or resume should address your experience and how it relates to the position qualifications. The application reviews will be relying on written application materials to determine who may advance to the first round interviews.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

Finalists will be asked to provide a list of at least three professional references with titles, emails, and phone numbers (including at least one supervisory reference). Note that references will not be contacted without your prior knowledge.

Katherine Liu, knliu@wisc.edu, 608-890-3468

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

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.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The 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).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.