Edtech.com's Summary

UW-Madison is hiring a Library IT Help Desk Technician. The role involves providing responsive technical support and customer service for library staff and patrons by troubleshooting hardware and software issues, managing technology equipment circulation, and assisting with poster printing operations.

Highlights

Provide technical support for library technologies and equipment.
Troubleshoot hardware and software problems on Apple macOS and Microsoft Windows systems.
Assist with circulation of technology items such as laptops and cameras to patrons.
Support operations at the College and Memorial Library InfoLabs and the Library Technology Group Help Desk.
Deliver courteous customer service to library staff, faculty, researchers, and students.
Minimum 15 hours per week, up to 29 hours, primarily covering mornings and overnight shifts on selected weekdays.
Salary is $14.50 per hour.
Must be a UW-Madison student with excellent communication and customer service skills.
Preferred experience includes computer support, familiarity with desktop hardware/software, and basic networking knowledge.
May require lifting computing equipment and ability to drive a UW-owned vehicle.

Library IT Help Desk Technician Full Description

Department Overview:

| The End User Computing Group is a dynamic group of IT and library professionals consisting of application development, digital collections development, and operations teams. We actively work within the UW-Madison and UW-System library communities to facilitate the effective curation, management, deployment, discovery, delivery, and preservation of digital and physical collections. We provide innovative, effective solutions and excellent user support. We value an understanding of and respect for equity, diversity, and inclusion in the services we provide and the people we employ.
We manage the College and Memorial Library InfoLabs desks (College 2250, and Memorial 140) and the Library Technology Group Help Desk, which are both primarily staffed by students.

Anticipated Start Date:

| Fall 2025

Anticipated End Date (If Applicable):

| As long as they are enrolled at UW-Madison, student workers are eligible to continue working.

Remote Work Eligibility Detail:

| Not Remote

Anticipated Hours Per Week:

| Minimum: 15 Maximum: 29

Schedule:

| 15-29 Hours We are looking for people who can fill gaps in our schedules in the mornings, Tuesdays, Wednesdays, Thursdays, and our Thursday-Friday Overnight. There is

Salary/Wage Range/Lump Sum:

| $14.50

Number of Positions:

| 6-10

Qualifications:

| Requirements:
- Excellent customer service skills
- Excellent oral, written, and interpersonal communication skills
- An interest in problem solving or experience with hardware and software troubleshooting
- A working knowledge of the Apple macOS and Microsoft Windows operating systems
- Ability to work both within a team context and independently

Knowledge, Skills & Abilities:

| Skills desired but not required
- Formal or informal computer support experience
- Familiarity with standard desktop hardware and software
- Familiarity with computer networking
- May be required to lift computing equipment, including desktop, laptops, printers, monitors, etc.
- Ability to drive a UW-owned vehicle

Position Summary/Job Duties:

| Library IT Help Desk Technicians work with other student technicians supporting library technologies and spaces, while gaining knowledge in a variety of technology-focused service areas that will benefit them long after graduation. Technicians assist with the resolution of problems that come into the help desk throughout the day and enables our team to be the main point of contact for library staff, faculty, researchers, and students. Other support duties include desktop hardware and software, study room technologies, and poster printing operations, and a wide variety of equipment for checkout to the student body.
- Provide support and troubleshooting of library technology
- Work with other student staff to provide the services of the InfoLabs and LTG Help Desk
- Process circulation of technology items (laptops, cameras, etc.) to/from patrons
- Process orders for poster prints
- Provide courteous customer service to library staff and patrons
- Work with other student staff to accomplish tasks in a timely manner
- Work closely with permanent staff and elevated student staff to support a broad variety of library services

Library IT Help Desk Technicians support library computers and electronic access to library resources. They assist with the resolution of problems that come into Library Technology service desks, located in Memorial Library and College Library. Eligible applicants must be able to work 15 or more hours per week.
Student status and formal or informal customer service experience required. Computer support experience preferred.

THIS IS NOT A CODING POSITION.

Physical Demands:

| May be required to lift computing equipment, including desktop, laptops, printers, monitors, etc.

Institutional Statements:

| Equal Employment Opportunity Statement:UW-Madison is an Equal Employment, Equal Access Employer committed to increasing the diversity of our workforce.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.wisc.eduAccommodation Statement: 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:https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

Original Job Description