Job description


Job no: 100878-AS
Work type: Staff-Full Time
Location: Madison
Categories: Engineering, Information Systems/Technology

Position Summary:

Computer-Aided Engineering seeks an engaging new staff member to join our customer service team. The individual in this position will primarily work with helping triage and increase our effectiveness at the help desk by mentoring student staff and creating training materials and knowledgebase articles. This position will also take lead on new technical support initiatives as they arise - past examples would be MFA-Duo deployment and VoIP conversion. As needed, this position will also provide backup for a number of customer related areas in our student computing labs and staff support.

Position Duties:

List of Duties

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

Degree and Area of Specialization:

A degree is preferred, but not required.

Minimum Years and Type of Relevant Work Experience:

At least one year of experience working in a customer oriented information technology position

Required skills and experience:
- Experience on a help desk, supporting an academic environment
- Comfortable writing effective documentation for user self-support
- Interest and ability to learn about new technologies
- Able to manage and prioritize multiple projects
- Excellent communication skills
- Excellent troubleshooting and diagnostic skills
- Basic knowledge of concepts for deploying and maintaining desktop operating systems and applications.

Desirable skills:
- Able to diagnose hardware issues with desktops and related peripherals
- Use of Windows desktops in a networked environment
- Knowledge of or interest in learning standard help desk protocols, such as ITIL
- Knowledge of or interest in learning project management principles
- Experience supporting customers with scientific or engineering software
- Familiarity with systems and processes to ensure services are available for customers

Additional Information:

Computer-Aided Engineering (CAE) is the computer support organization in the College of Engineering at UW-Madison. Supporting student computing needs for instruction is our primary focus, but CAE also provides foundational computing support for all aspects of the College.
See our website for more informatoin.



Work Type:

Full Time: 100%

Appointment Type, Duration:



Minimum $44,000 ANNUAL (12 months)
Depending on Qualifications

Instructions to Applicants:

A resume and cover letter are required. Please use the cover letter to address the Required Skills and Experience listed.


Rob Kohlhepp
[email protected]
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Official Title:


Employment Class:

Academic Staff-Renewable

Job Number:


The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

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:

The University of Wisconsin-Madison is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Spring 2020. Job duties and responsibilities will remain the same. For more information please visit:

Employment will require a criminal background check. It will 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.

Applications Open: Oct 8 2019 Central Daylight Time
Applications Close:Oct 22 2019 11:55 PM Central Daylight Time




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Job No:
Posted: 10/10/2019
Application Due: 10/22/2019
Work Type: