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University of Wisconsin–Madison

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University of Wisconsin–Madison

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DoIT Help Desk - Student Lead Technical Writer

Apply now(opens in a new window) Job No: 511123
Division/Organization: Information Technology
Department: User Services
Job Type: UW Student Jobs
Remote Eligbility: All Remote
Location: COMPUTER SCIENCES
Salary/Wage Range or Lump Sum: $15.25-$18.50
Job Categories: Interpersonal Communication, Leadership, Critical Thinking/Problem Solving, Digital Technology, Teamwork/Collaboration, Professionalism/Work Ethic, Communications, Broadcasting, and Media Arts, Education and Training, Customer Service, Information Technology and Computers, Libraries, Archives, and Museums

Department Overview:

 UW–⁠Madison’s Division of Information Technology (DoIT) is the center of campus IT operations. DoIT’s approximately 700 staff provide IT services & support to over 2,000 faculty, 16,000 campus staff, and 41,000 students — as well as their schools, divisions, departments and units. The Help Desk, in particular, provides free tech support and troubleshooting help with your computing needs by phone, email, chat, or in-person at our Service Desk.

Anticipated Start Date:

 4/20/2026

Anticipated End Date (If Applicable):

  

Remote Work Eligibility Detail:

All Remote

 

Anticipated Hours Per Week:

 Minimum: 12 Maximum: 15

Schedule:

 Flexible scheduling. Ideally sometime during the business hours of Monday-Friday, 8am-6pm.

Salary/Wage Range/Lump Sum:

 Minimum: $15.25 Maximum: $18.50

Number of Positions:

 2

Qualifications:

 - No technical experience is required, so we encourage all interested persons to apply.
- Inquisitive attitude and a desire to learn new things.
- Excellent written communication and proofreading skills.
- Detail-oriented and thorough.
- Ability to work independently to prioritize and complete projects.
- Respect for the intelligence, computer literacy, and needs of our users.
- At least three semesters (summer counts as a semester) availability.

Knowledge, Skills & Abilities:

Experience with:
- Knowledge and/or content management
- Technical writing
- Technical troubleshooting
- Copy editing
- Website accessibility standards
- User experience (UX)
- Leading a team of peers
- Data analytics development and tools, such as Google Analytics
- Project management
- Customer service
- Help Desk Support

Ability to:
- Initiate and execute beneficial projects for Help Desk productivity and involvement
- Thrive in the Help Desk environment, including a strong record of customer service, plus analytical and troubleshooting skills
- Think strategically about KB documentation within a larger ecosystem of knowledge
- Review documentation with a detail-oriented eye, investigating and resolving any issues

Position Summary/Job Duties:

Technical Writers perform the essential service of creating, updating, and maintaining documentation in the Help Desk KnowledgeBase and related KB spaces. The Help Desk KB aims to be consistent, accessible, clear, and connected. A Student Lead Technical Writer is responsible for day-to-day KB maintenance, as well as assisting with projects that improve our support-centered KnowledgeBase.

Student Lead Technical Writers have opportunities to build and demonstrate communication skills, which are essential to any future job search. In addition to writing clear and concise documentation, Student Lead Technical Writers are expected to reach out to service providers across DoIT to learn about new processes and bring information back to the Help Desk. They will be heavily involved with strategic projects. Student Lead Technical Writers also have the opportunity to create and work on their own KB improvement projects.

You may be a good fit for the Technical Writer team if:
- You can think strategically on a macro level; seeing the "big picture" ecosystem of the KnowledgeBase.
- You enjoy detail-oriented review, complete with spreadsheets.
- You communicate well within a team, as well as develop cross-departmental relationships.
- You enjoy learning about new technologies and services.
- You are good at breaking down processes into their component steps.
- You have a good eye for writing and editing (and maybe strong opinions about the Oxford comma).
- You have ideas about how we can continue to improve the KB.

Student Lead Technical Writers serve in a leadership role at the Help Desk. They will work closely with the Help Desk KnowledgeBase administrator.

Duties

50% - Special Projects
- Work closely with the Help Desk KnowledgeBase administrator to develop and refine KnowledgeBase improvement projects.
- Work independently and collaboratively as necessary to implement and execute KnowledgeBase improvement projects.
- Communicate effectively with team members across DoIT and campus.
- Develop, monitor, and analyze our data and metrics.

45% - Help Desk KnowledgeBase Management
- Monitor the feedback that is submitted on KnowledgeBase documents. Update existing documentation and respond to customers as appropriate.
- Work with service providers and team lead to create new KnowledgeBase documents in support of DoIT services.
- Renew expiring KnowledgeBase content.
- Proofread KnowledgeBase documents for grammar, style, and user-oriented organization.
- Participate in weekly team meetings.

5% - Professional Development
- Professional development varies by individual. For example, individuals who don't know HTML may use their professional development time to learn or practice this skill.

Job Perks:
- Flexible scheduling.
- Learn technology and other marketable skills to impress post-graduation employers.
- Participate in a wide variety of professional development opportunities including candidate interviews, representing DoIT in campus community presentations, and resume and interview workshops.

Physical Demands:

Expect heavy use of computers to conduct duties.

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.edu

Accommodation 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/
 
 

Advertised: Central Standard Time
Applications close: Central Daylight Time

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