University of Wisconsin–Madison
Human Resources

Title and Standard Job Description Library

This library has titles, salaries, and information for all jobs at UW-Madison. Standard job descriptions are only available for Academic Staff, University Staff, and Limited Appointee titles. These titles and salaries are matched to the market.

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Results: 9

IT Help Desk Specialist I

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 15: $36,421-67,743
Employee Category: University Staff
Job Code: IT045
  • Job Summary:
    Performs routine, first level technical troubleshooting by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
  • Job Responsibilities:
    • Identifies, troubleshoots, resolves, and/or escalates routine and first level technical problems for various products and services under close supervision
    • Receives and responds to inquiries and provides routine technical information through various communication mediums according to established policies and procedures
    • Documents inquiries and responses according to established policies and procedures and recommends procedural improvements to unit leadership
  • Education:
    H.S. Diploma Preferred Minimum
  • FLSA Status:
    Non-Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    University Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    15: $36,421-67,743
  • Job Code:
    IT045: IT Help Desk Specialist I

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

IT Help Desk Specialist II

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 16: $39,335-73,162
Employee Category: University Staff
Job Code: IT046
  • Job Summary:
    Performs routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
  • Job Responsibilities:
    • Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems for various products and services under general supervision
    • Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures
    • Documents inquiries and responses and recommends procedural improvements to unit leadership
    • Assists in the development of operational procedures to improve customer satisfaction and promote efficiency
  • Education:
    H.S. Diploma Preferred Minimum
  • FLSA Status:
    Non-Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    University Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    16: $39,335-73,162
  • Job Code:
    IT046: IT Help Desk Specialist II

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

IT Help Desk Specialist III

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 18: $45,879-85,337
Employee Category: Academic Staff
Job Code: IT047
  • Job Summary:
    Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).
  • Job Responsibilities:
    • Troubleshoots and resolves escalated complex technical problems for various products and services independently
    • Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
    • Documents inquiries and responses and recommends procedural improvements to unit leadership
    • Develops operational procedures to improve customer satisfaction and promote efficiency
    • Trains staff on operational work procedures to ensure adherence to existing policies
    • May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
  • Education:
    Associate's Degree Preferred Minimum
  • FLSA Status:
    Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    Academic Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    18: $45,879-85,337
  • Job Code:
    IT047: IT Help Desk Specialist III

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

IT Help Desk Supervisor

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 22: $62,419-116,100
Employee Category: Academic Staff
Job Code: IT048
  • Job Summary:
    Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service. Develops and schedules operational work plans for information technology (IT) Help Desk Specialists and functional area staff to ensure that departmental standards and expectations are realized.
  • Job Responsibilities:
    • Troubleshoots and resolves escalated complex technical problems for various products and services independently
    • Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
    • Documents inquiries and responses and recommends procedural improvements to unit leadership
    • Develops operational procedures to improve customer satisfaction and promote efficiency
    • Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
    • Resolves or escalates personnel issues, makes recommendations on applicants after assessing the qualifications of potential new hires, and makes recommendations on the selection of applicants
    • Serves as the initial supervisor point of contact on escalated customer services requests or production issues
    • Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services
  • Education:
    Associate's Degree Preferred Minimum
  • FLSA Status:
    Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    Academic Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    22: $62,419-116,100
  • Job Code:
    IT048: IT Help Desk Supervisor

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

User Support Specialist I

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 16: $39,335-73,162
Employee Category: University Staff
Job Code: IT049
  • Job Summary:
    Assists with the delivery of routine information technology (IT) support services to end users in support of institutional technology operation. May serve as an initial point of contact for customers.
  • Job Responsibilities:
    • Assists with basic procurement, installation, configuration, repair, and modification of various technology hardware, software, and associated components under close supervision
    • Identifies, troubleshoots, resolves, and/or escalates basic data, network connectivity, client/server processes, and application issues according to established policies and procedures
    • Assists with the operational maintenance of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
    • Serves as an initial point of contact for individuals and groups providing basic organizational information about technology resources and addressing their needs
  • Education:
    H.S. Diploma Preferred Minimum
  • FLSA Status:
    Non-Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    University Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    16: $39,335-73,162
  • Job Code:
    IT049: User Support Specialist I

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

User Support Specialist II

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 19: $49,550-92,163
Employee Category: University Staff
Job Code: IT050
  • Job Summary:
    Provides information technology (IT) support services to end users in support of institutional technology operation. Provides training to end users.
  • Job Responsibilities:
    • Completes procurements, installations, configurations, repairs, and modifications of various technology hardware, software, and associated components under general supervision
    • Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
    • Maintains operational functions of technology systems to ensure appropriate integration, compatibility, and functionality according to established user requirements
    • Serves as a point of contact for individuals and groups providing standard-level organizational information about technology resources and addressing their needs
    • Facilitates individual and group end user trainings, answers questions, and provides information specific to non-routine and more complex information technology end user products and services
  • Education:
    Associate's Degree Preferred Minimum
  • FLSA Status:
    Non-Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    University Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    19: $49,550-92,163
  • Job Code:
    IT050: User Support Specialist II

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

User Support Specialist III

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 21: $57,795-107,499
Employee Category: Academic Staff
Job Code: IT051
  • Job Summary:
    Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and provides training to end users.
  • Job Responsibilities:
    • Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
    • Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
    • Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
    • Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
    • Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
    • May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
  • Education:
    Associate's Degree Preferred Minimum
  • FLSA Status:
    Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    Academic Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    21: $57,795-107,499
  • Job Code:
    IT051: User Support Specialist III

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

User Support Supervisor

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 25: $81,569-151,718
Employee Category: Academic Staff
Job Code: IT052
  • Job Summary:
    Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and schedules operational work plans for User Support Specialists and work unit staff to ensure that departmental standards and expectations are realized.
  • Job Responsibilities:
    • Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
    • Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
    • Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
    • Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
    • Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
    • Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
    • Resolves or escalates personnel issues, makes recommendations on applicants after assessing the qualifications of potential new hires, and makes recommendations on the selection of applicants
    • Serves as the initial supervisor and point of contact on escalated customer services requests or production issues, either resolving or escalating the requests and issues
    • Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services
  • Education:
    Associate's Degree Preferred Minimum
  • FLSA Status:
    Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    Academic Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    25: $81,569-151,718
  • Job Code:
    IT052: User Support Supervisor

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

Technical Services Professional

Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual): 21: $57,795-107,499
Employee Category: University Staff
Job Code: IT087
  • Job Summary:
    Develops and/or reviews and publishes the processes and procedures required to support new services and enhance support of existing services. Determines the effectiveness of support documentation and reviews incidents with operations staff to ensure that procedures are clear and concise and revises support documentation as necessary.
  • Job Responsibilities:
    • Works with service leadership to ensure roles and responsibilities are defined with respect to the support the operations staff provides
    • Ensures services are monitored effectively and quality documentation exists for staff to respond properly to detected events
    • Ensures proper workflow exists between the help desk and the operations staff to ensure proper transition between groups
    • Reviews and audits content on a scheduled basis ensuring staff has accurate and relevant procedures when responding to incidents and scheduled maintenance
    • Provides knowledge, information, and training for operations staff to resolve incidents
    • Serves as a liaison to the IT Service Management process owners and the operational staff
  • Education:
    Bachelor's Degree Preferred Minimum
  • FLSA Status:
    Non-Exempt
  • Institution Job:
    No
  • Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
    No
  • Employee Category:
    University Staff
  • Scaled Job:
    No
  • Salary Range (Annual):
    21: $57,795-107,499
  • Job Code:
    IT087: Technical Services Professional

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

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