Knowledge Management Technician
Summary:
The UWM Help Desk provides end-user support to the students, faculty and staff at UWM in the use of enterprise systems, hardware and software. The Help Desk utilizes a staff of approximately 70 students and 11 student supervisors to answer, log, track, refer and respond to requests for computer-related help from the campus community. Reporting to the Help Desk Interim Manager, this position is responsible for assisting UITS Help Desk staff with the maintenance and updating of the internal-facing and external-facing UITS Help Desk knowledge base (kb.uwm.edu/uwmhd). This position involves reviewing and editing existing knowledge base items, suggesting items for removal from the knowledge base (due to expiration of relevancy), and writing new knowledge base items as needed. The position operates under close supervision.
Goals and Activities:
A. Help Desk Knowledge Base Updating
- Work closely with UWM Help Desk staff in charge of knowledge base administration.
- Monitor shared email box (hdkt@uwm.edu) for customer comments/suggestions on existing articles and both the shared email box and the Documents “Suggested” queue within the KB Admin Tools for new article requests.
- Assist the researching, writing and confirming accuracy of new and existing knowledge base articles.
- Assist UWM Help Desk staff with the maintenance and updating of the internal- and external- facing UWM Help Desk knowledge base (kb.uwm.edu/uwmhd).
- Parse existing knowledge items into internal-appropriate and external-appropriate segments as needed.
- Identify knowledge item’s categorization regarding internal, external, or retirement (deletion) status.
- Edit existing items and/or parse them into internal/external classifications.
- Add Cherwell Classifications and HD escalation paths to new knowledge base articles and modify classifications and escalation paths on existing articles as business processes change over time.
- Validate with subject matter experts that items are accurate, gaining their approval, including attending any related meetings.
- Submit items to content management moderators for publication, along with any explanatory notes necessary.
- Develop, write and edit technical articles and procedures.
B. Professional Development & University Service
- Participate in job-related classes and self-instruction to keep abreast of the latest developments and technical advances in the industry as they relate to assigned projects and responsibilities, including KB Governance Meetings.
- Read books, periodicals, websites, blogs and internal documentation to improve knowledge of the Help Desk technology and future trends.
- Maintain knowledge of other UITS operating areas in order to represent the division on a professional level when involved in campus-wide committees and projects.
- Maintain knowledge of campus technology strategies and standards through active participation in campus user groups and committees.
- Attend meetings and professional development offerings as directed.
- Ensure the security and confidentiality of customer records and information; protect against any anticipated threats or hazards to the security or integrity of such records; and protect against unauthorized access to or use of such records or information that could result in substantial harm or inconvenience to any customer.
Knowledge, Skills and Abilities
- Ability to work independently and meet project deadlines with minimal supervision.
- Excellent written and verbal communication skills.
- High-level knowledge of operating systems(Windows, Mac and Unix), commonly used applications, networking, along with UWM Help Desk supported services, applications, and related escalation paths
- Experience with technical writing (FAQs, user tips, installation instructions, etc.) highly desired.
- Knowledge of and work experience with HTML is highly desired.