The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is seeking an experienced professional to join our Information Technology team. The Desktop Engineer is responsible for providing expert technical support to WFAA staff and our campus partners. This position will provide technical guidance related to the use of computer hardware, software, peripherals, mobile devices, A/V and other technologies and will participate and/or lead project initiatives.

The ideal candidate must be passionate about serving clients, dedicated to continuous process improvement, and have strong initiative around learning and staying abreast technological trends. This candidate must be accountable, willing to take personal ownership of issues and demonstrates strong initiative and organizational skills. Outstanding verbal and written communication skills as well as the ability to communicate with both technical and non-technical audiences are essential.

Primary responsibilities will include:

Customer Service & Support

• Provide outstanding customer service assistance to our internal & campus customers through all Help Desk channels.
• Resolve mid-level to complex incidents & requests with little to no guidance from peers.
• Provide support for staff across multiple locations on a rotational basis as well as a large number of mobile users.
• Participate in an on-call rotation for after-hours support.
• Provide ongoing education & technical training to internal customers.
• Create technical communication in the form of Intranet posts, knowledge base articles, and training materials.
• Perform research & make recommendations for technical solutions based on analysis of business needs.

Desktop Administration

• Install, configure, & deploy computers, peripherals & mobile devices.
• Perform application install/upgrades through manual process or use of pre-defined install packages through automation tools.
• Maintain inventory of all company technology assets using an asset management tool.
• Create, test & deploy computer images using Windows Deployment Server (WDS).
• Perform administrative functions for variety of internal tools including but not limited to WSUS, WDS, and the print server.
• Provide input into hardware & software standards, stays abreast of trending technologies & brings innovative ideas to team for consideration.
• Participate and/or lead mid- to large-sized internal technical projects.

Security

• Participate on the company's incident response team.
• Analyze & translate workstation security & system logs, perform security forensics on workstations, report detailed findings & recommendation into the incident response team.
• Create, test & deploy security patches using WSUS.

Support a service-oriented atmosphere in accordance with WFAA mission, values and philosophy

• Strategic beliefs
  • The University of Wisconsin-Madison has a transforming impact on students, alumni, and society;
  • Authentic, lifelong relationships and engagement with alumni, donors and friends are fundamental to sustaining the reputation and continued success of the University;
  • Philanthropy has an essential and growing importance on the future progress of UW-Madison;
  • The highest level of stewardship and fiduciary responsibility in financial, investment, data and gift administration is vital to maintaining trust with our stakeholders;
  • Diverse views, experiences and perspectives strengthen WFAA and the university community.

• Organizational values
  • We are serious about delivering results;
  • We work together and with our campus partners as a team;
  • We are committed to alumni, donors, volunteers and others;
  • We are open-minded;
  • We create a positive work environment.

This is a full time, exempt position reporting to the Technical Services and Support Manager. We offer a competitive salary and an excellent benefit program.

The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer

*The Wisconsin Foundation and Alumni Association is the "doing business as" name of the merged organization comprising the University of Wisconsin Foundation and the Wisconsin Alumni Association, whose legal corporate name is registered as the University of Wisconsin Foundation.

• Associates degree in Information Technology, Computer Science or relative experience that provides equivalent knowledge, skills, or abilities.
• Must have 4+ years' experience supporting and troubleshooting:
  • Intel-based computers running Windows OS (through Windows 10)
  • Apple iPhones & iPads
  • Computer peripherals, VoIP physical/soft phones, video conferencing
  • Audio/visual technologies
  • Multi-functional devices
  • Microsoft Office suite of products
  • Help Desk ticketing systems
  • Windows Deployment Server (WDS) or other deployment tools
  • Windows Server Update Services (WSUS) or other patch management tools
  • Creation & management of Active Directory group policies, a plus
  • Software automation tools, a plus
  • MacIntosh computers running Mac OS, a plus

• Excellent customer service skills; minimum of 4+ years in customer service environment.
• Creating documentation or training material for non-technical audiences, a plus.
• Strong oral and written communication skills to communicate technical information to non-technical personnel in a creative and engaging manner.
• Strong initiative; takes accountability for work assignments and is able to work both independently using individual judgement and minimal supervision.
• Strong organizational skills; can prioritize work based on daily & long term priorities to meet deadlines.
• Works effectively in a collaborative team environment with rapidly changing priorities.
• Ability to learn new tools and technologies and take on new responsibilities as assigned.
• Must be able to lift 20+ lbs. and ability to move computer equipment from one location to another.