Title and Standard Job Description Library

• Job Summary: The job summary is a brief statement explaining the primary functions of the job, including its main purpose and overall goal.
  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: Job responsibilities are the core job duties that people in this job usually perform.
  • 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: Education describes the minimum level of education that people in this job usually have. Education that is a preferred minimum is recommended for this job but not required. Relevant work experience can satisfy preferred minimum education. A hiring manager may include additional education requirements when recruiting for a position.
  Associate's Degree Preferred Minimum
• FLSA Status: Federal regulations determine Fair Labor Standards Act (FLSA) status. Employees who are non-exempt receive overtime pay when they work more than 40 hours in a week. Employees who are exempt do not receive overtime pay when they work more than 40 hours in a week.
  Exempt
• Institution Job: A job that has primary responsibilities that impact the majority or the entirety of the institution, or has significantly larger scope than the school/college/division in which it resides, and typically contains “(Inst)” in the job title or mentions “institution” or “enterprise” in a standard job description.
  No
• Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees: The supervisor directly oversees the equivalent of at least 2.0 FTE employees or indirectly oversees one or more supervisors. The supervisor has the authority to hire, transfer, suspend, promote, manage conduct and performance, discharge, assign, reward, and discipline employees. The supervisor typically reviews the work of employees and may approve employee timesheets.
  No
• Employee Category: Each employee category is unique in type of work performed, job security, benefits package, and/or ability to organize unions. Assignment to an employee category is based upon job title. Refer to the UW–Madison Employment Categories policy for more information.
  Academic Staff
• Scaled Job: Jobs with the same title may have a different scope of work based on the school, college, or division where the work is performed. Scaling recognizes these differences based on the scope, impact, and complexity of the work performed. A scaled job title has multiple salary grades to align with market data. Learn more about job scaling.
  No
• Salary Range (Annual): Jobs in the same salary grade have similar pay in the market. Each salary grade has a salary range that includes a minimum and a maximum. A job is paid between the minimum and maximum of its salary grade. Learn more about UW's salary structure.
  22: $60,601-112,718
• Job Code: A job code identifies jobs in the university’s human resources system.
  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.

• Knowledges: Understanding of concepts.
  Learn more about knowledges and skills.
  • Computers and Electronics
  • Customer and Personal Service
  • Education and Training
  • Mechanical
  • Telecommunications
• Skills: Capabilities and proficiencies developed through training and experience. Learn more about knowledges and skills.
  • Active Listening
  • Complex Problem Solving
  • Critical Thinking
  • Reading Comprehension
  • Speaking