Desktop Support Coordinator (2 PROJECT POSITIONS)
State of Wisconsin - Wisconsin

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Under the limited supervision of the IS Supervisor 2, both incumbents will be responsible for coordinating and directing student staff to provide desktop support for the L&S and other LSITO supported areas; ensuring that quality of service standards are met; monitoring the scheduling and dispatching of LSITO technical support service calls; assisting with developing policies, procedures, and documentation for new computer installations and ongoing technical support; coordinating the roll-out and installation of new computer equipment; providing consultation on hardware and software purchases; and assisting with developing campus-wide consistent technical solutions for infrastructure, client support, and emerging technologies.

In addition, the incumbents will be responsible for documenting policy and procedure changes, and communicating those changes to the campus community; resolving higher-level technical support issues; collaborating with faculty and staff to obtain and recommend solutions for technology based needs; updating and maintaining hardware and software inventory records; mentoring and supervising student staff; delegating assignments and projects to student staff; developing training plans for student staff; evaluating the performance of student staff; and participating in interviews for student staff vacancies.

Furthermore, both incumbents are responsible for developing and testing computer image deployment systems in a Microsoft Active Directory environment; assisting to develop support documentation; researching and testing new software and hardware; attending meetings; and participating in job-related classes, trainings, and self-instruction.

Special Notes :
These positions will require a criminal records review. A pending charge or criminal conviction will not necessarily disqualify an applicant. In compliance with the Wisconsin Fair Employment Act, the University does not discriminate on the basis of arrest or conviction record. For information relating to the campus security report for UWM, please visit the following: . These positions are project appointments and as such do not provide for the attainment of permanent status per s.ER-MRS 1.02(25), Wis. Admin. Code.

Job Knowledge, Skills and Abilities :
Qualified candidates will have knowledge of and experience with problem-solving techniques for desktop computer systems including hardware, network connectivity, and software; knowledge of and experience with Windows Operating Systems (i.e., XP, 2003, Vista, 7); knowledge of and experience with software distribution technologies, networking principles, LAN Support tools (e.g., Remote Desktop), hardware platforms, and Active Directory integration; knowledge of and experience with supervisory techniques necessary to lead student and/or part-time IT staff members; knowledge of and experience with a client ticket management software; and knowledge of and experience with computer hardware asset tracking systems. In addition, both incumbents must have excellent problem-solving and interpersonal skills; excellent verbal and written communication skills; the ability to clearly document IT procedures and troubleshooting strategies; the ability to provide courteous professional customer service to campus and non-campus clientele; and the ability to work with a diverse group of individuals both inside and outside of the department.

Pursuant to Wis. Stat. Chapter 230.27(1m)(a), persons appointed to project positions within the State Classified Service must be residents of the State of Wisconsin.

This position is in the pay schedule and range 07-04. The starting pay range is $17.072 to $28.169 per hour, plus a generous benefits package.

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