Help Desk & Desktop Support Specialist

June 11, 2024

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Job Description


Job Summary:

Isn’t it time for your next opportunity? Come join a team directly supporting the mission of an amazing organization with their minds and hearts set on caring for pets, who teach the newest doctors of veterinary medicine, set the bar high in quality of patient care, and perform groundbreaking research in everything from animal care to zoonotic disease!

As the School of Veterinary Medicine’s newest Help Desk and Desktop Support specialist, you’ll work directly with our instructors and instructional specialists to provide and support the technology gear they need to teach the next class of veterinary medical professionals. Help support state-of-the-art desktop systems that enable clinical professionals to access medical records systems, lab information systems, and radiology information systems, all in support of the operation of one of the newest and best veterinary medical centers in the nation. Work with our research faculty who will use systems you support to perform groundbreaking research.

Great benefits, an amazing team environment, and advancement opportunities await!

Come join your new team today!


Provides information technology (IT) support services to end users in support of institutional technology operation. Provides training to end users.

  • 10% Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision
  • 40% Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
  • 25% Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
  • 10% Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs
  • 5% Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services
  • 10% Monitors and maintains the function of specialized equipment (including, but not limited to, Audio/Visual equipment and medical equipment) throughout the facility.


  • Ensures the adoption of campus-prescribed cybersecurity practices in all technology implemented within the school.
  • Keep updated on state of the art in computer, networking, and audio-visual technology.
  • Serve as the primary point of contact for all IT-related issues within the School and the UW Veterinary Care Teaching Hospital, ensuring that help desk tickets are logged and responded to for each case.
  • Create, edit, and maintain documentation for IT Tech Team, and SVM and UWVC end-users in the UW Madison Knowledge Base.
  • Work with other IT staff including IT Professionals, System Engineers, Technical Integration Engineers, and Cybersecurity Engineer staff to learn how to support more advanced systems, and to ensure proper escalation of cases.
  • Working with the team’s Cybersecurity Engineer and Systems Engineers, ensure newly configured equipment (and existing equipment requiring service) is configured according to protocols defined by them and by campus.

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


H.S. Diploma


Required qualifications: A minimum of two years experience in the following areas:
Experience supporting Windows workstations operating in a managed enterprise environment
Experience installing computers according to a programmed deployment schedule and process
Experience providing first-tier desktop support
Experience working with Help Desk ticketing systems

Desired qualifications:
Familiarity with MacOS devices
Familiarity with iOS devices

Work Schedule:

Monday-Friday 7:45am-4:30pm

Work Type:

Full Time: 100%

This position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:



Minimum $32.50 HOURLY
Depending on Qualifications

How to Apply:

Please upload a cover letter, current resume, and the contact information for three professional references. References will not be contacted unless you are a finalist.


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

Official Title:

User Support Specialist II(IT050)



Employment Class:

University Staff-Ongoing

Job Number:


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

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, 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 through diversity and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, click here

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:

Employment may require a criminal background check. It may also require you and your references to answer questions regarding 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.

UW-Madison is an equal opportunity/affirmative action employer. We promote excellence through diversity and encourage all qualified individuals to apply.

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