Technical Support
University of Wisconsin-Stevens Point
Position Description
Position/Working Title: Technical Support
Hayes Hill Title: IS Specialist
Department: Information Technology, Division of Academic Affairs
Position Description: This role will assist the Client Services and Technical Support division of
Information Technology in the delivery of exceptional customer service and technical support. The
ideal candidate will possess strong analytical and troubleshooting skills in a wide variety of
software & hardware technologies to proactively identify, research, and resolve technical issues.
This position will provide leadership to day-to-day operations and projects and requires frequent
client interaction. This position reports to the Client Services and Technical Support Manager.
Essential Functions
90%
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Client Services and Technical Support Operations
Use developed skills along with support tools to work with faculty, staff, students and the
greater UWSP campus community to identify problems and provide direction and/or
answers to a wide range of information and instructional technology problems covering
software, hardware, and connectivity as related to UWSP’s computing environment.
Support is provided via both on-site and via remote access with goal of maximum first
call resolution.
Develop and maintain a highly visible and positive presence and relationships working
with Info Tech, faculty, staff and student customers.
Ensure all contacts/incidents are accurately recorded in the Info Tech Service
Management system and track, monitor and escalate incidents and requests to ensure a
timely resolution.
Coordinate and communicate needs and updates to customers and other Info Tech teams
throughout the incident and request processes.
Acts as a Campus integration resource for new technologies.
Assist with the day-to-day oversight of Client Services and Technical Support operations,
this includes, but is not limited to, ensuring efficient and effective problem resolution and
the delivery of high quality service to customers, development and management of
technical documentation, staff and resource scheduling, development and compliance of
policy and procedure, student staff supervision, and training.
Coordinate and deliver various technology training and orientation services, including
cyclical large group presentations and orientation days, staff resource and information
booths.
Participate in after hours on-call support.
10%
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Other Duties as Assigned Professional Development
Assist with long-term strategic service and support projects as identified by Information
Technology Management.
Remain current on Campus-wide system technology enhancements and initiatives