Help Desk Specialist

The Organization

As an independent research organization, the Morgridge Institute for Research explores uncharted scientific territory to discover tomorrow’s cures. In affiliation with the University of Wisconsin-Madison, we support researchers who take a fearless approach to advancing human health in emerging fields such as regenerative biology, metabolism, virology and biomedical imaging. Through public programming, we work to inspire scientific curiosity in everyday life.

Description:

The Help Desk Specialist serves as the IT coordinator for assisting users of the Wisconsin Institute for Discovery, WARF and the Morgridge Institute for Research.  Responsibilities include coordinating basic user technical training and support, maintaining the IT department’s library of instructional materials for user applications and makes recommendations for additions to software, hardware and tools.

Requirements:

  •  Assist employees with IT-related questions over the phone, remotely via videoconferencing software, and in person
  • Maintain records, logs, and reports of assistance including Help Desk tickets
  • Assist Help Desk Lead with managing student staff including training and time management
  • Configure, install, troubleshoot, and repair PCs
  • Coordinate activities in support of user training and assistance requests
  • Plan & participate in the implementation, migration, and maintenance of the user network infrastructure
  • Keep management up to date on the status of incidents, projects, and service requests
  • Work with users and IT personnel to ensure that user assistance is being provided effectively and efficiently
  • Train users in learning company-provided applications and assist in problem solving for applications issues
  • Recognize problem areas, develop and implement pro-active solutions
  • Test new software applications and recommend purchases where required
  • Provide timely follow-up to users and management on all support issues
  • Assist with network, data center, and service management when necessary
  • Assist other members of technical staff with support issues when requested
  • Assist in the maintenance of the physical/online inventory
  • Maintain and contribute to documentation
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

Education and Experience:

  • An associate degree in information technology or computer science or equivalent work experience; bachelor’s degree in information technology or computer science is preferred
  • Zero to two years of infrastructure/network support or related IT experience

Knowledge, Skills and Abilities Required:

  • Excellent customer service and verbal, and written communication skills
  • Introductory knowledge of technology environments including LAN/WAN, Linux, Windows, Apple/Mac; MS Office, Active Directory, and Exchange; Adobe products and web conferencing solutions; desktop support and telecommunications
  • Ability to organize, prioritize and meet deadlines
  • Ability to effectively communicate with all levels of the organization
  • Ability to maintain confidentiality

Working Conditions and Physical Effort:

  • Work is normally performed in a typical office environment
  • Some physical effort is required
  • No or very limited exposure to physical risk
  • Rare instances of evening or weekend work

In order to ensure the safety of our workplace, proof of COVID-19 vaccination is required unless an exemption is granted for medical, disability or religious reasons.

To Apply:

Qualified individuals interested in this opportunity are required to apply via the link below.

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