User Support Specialist II

University of Wisconsin-Madison

. Identify, troubleshoot, resolve, and/or escalate basic and complex data, network connectivity, client/server process, and application issues .

Posted 10/28/2026full-timeMadison • Wisconsin • United StatesJuniorMid-Level💰 $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing customer-focused technical support, including troubleshooting and resolving complex IT issues across various platforms. Proficient in endpoint management, deployment, and configuration, with strong communication skills to convey technical concepts effectively.

Highest-signal resume keywords

Customer-Focused Technical SupportWindows Support and TroubleshootingEndpoint Management Tools (SCCM/Configuration Manager, Workspace One)MacOS Configuration and SupportIdentity and Access Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingConfigurationDeploymentTechnical SupportProblem SolvingProcurementInstallationRepairModificationLifecycle Management

Soft Skills

Strong Oral CommunicationStrong Written CommunicationCritical Thinking

Tools & Technologies

ITSM ToolsHelp Desk Ticketing SoftwareWindowsAppleMobile ComputingSecure Remote Access ServicesA/V SystemsEndpoint Management Systems

Industry Keywords

Higher EducationHealthcareResearchRegulated Environments

Tech Stack

Tools & technologies

ITSMMacOS

About the role

Key responsibilities & impact

Identify, troubleshoot, resolve, and/or escalate basic and complex data, network connectivity, client/server process, and application issues
Facilitate individual and group end-user training and answer questions about complex IT products and services
Maintain technology system operations, integration, compatibility, and functionality
Serve as a point of contact for individuals and groups, providing information about technology resources and addressing user needs
Complete procurements, installations, configurations, repairs, and modifications of technology hardware, software, and associated components
Provide comprehensive computing support and standard software training to faculty and staff
Support user endpoints, consult on technology solutions, and perform endpoint deployment and lifecycle management
Work with Windows, Apple, mobile computing, custom applications, secure remote access services, A/V systems, and endpoint management systems
Collaborate within the User Support Service Line of the UW School of Medicine and Public Health Office of Information Technology

Requirements

What you’ll need

Demonstrated experience providing customer-focused technical support
Experience with ITSM tools/help desk ticketing software
Experience using centralized endpoint management tools such as SCCM/Configuration Manager, or Workspace One
Demonstrated knowledge with Windows support including deployment, configuration, and troubleshooting
Knowledge of identity and access management
Strong oral and written communication skills, including the ability to communicate technical concepts to a variety of audiences
Ability to think critically and solve complex problems
2+ years experience in a similar role, ideally in higher education, healthcare, research, or other regulated environments
Involvement with large scale projects, including acting as a resource and completing project tasks
Knowledge of MacOS configuration and support
Cover letter required
Resume required
Continuous eligibility to work in the United States without employer sponsorship
Ability to provide proof of work authorization and eligibility to work
Employment may require a criminal background check
References may be requested from final candidates

Benefits

Comp & perks

Generous vacation, holidays, and sick leave
Competitive insurances and savings accounts
Retirement benefits