Help Desk - Student Web Writer Position Description
Help Desk Support - Student Web Writer position description
Telephone & Walk-In Support Staff
Division of Information Technology (DoIT) Help Desk
University of Wisconsin Madison
This is a 10 to 15 hour per week student position. The position lasts for one year and typically coincides with the student's junior or senior years in school. The number of hours worked depends on the student employee's class schedule but rarely exceeds 15 hours a week.
The Student Web Writer will be, in cooperation with the Knowledge Base Coordinator, responsible for maintaining the usability of the content in the Help Desk knowledge base.
This position provides the student employee with technical writing skills along with on-the-job experience that will benefit them as they finish college and continue in their chosen career.
This position reports to the Knowledge Base Coordinator.
Maintaining Knowledge Base Content
- Work with service providers to create knowledge base documents in support of DoIT services, including documents used by end-users and call center support agents.
- Review and revise web page content to ensure that daily support operations and Help Desk customers are provided with the most up-to-date documentation available.
- Proofread knowledge base articles for grammar, style (adherence to HD standards), and user-oriented organization.
- Monitor the feedback that is submitted on knowledge base documents and manage the response and upkeep of documents as a result of the feedback.
- Facilitate the use of knowledge base tools by providing assistance to other content creators.
- Analyze web page use and the data in the log files to refine usability of the knowledge base. Work with the Knowledge Base Coordinator in organizing the support pages and providing assistance and direction to other staff editing the knowledge base.
- Manage other knowledge base related projects as they arise.
- Superior writing skills, especially clarity and accuracy.
- Demonstrated ability to write user-oriented technical support documentation.
- Superior proofreading skills and knowledge of grammar and style.
- Ability to learn new technologies quickly.
- Demonstrated initiative and ability to start, develop, and complete short and long term projects.
- Ability to multitask and balance multiple priorities.
- Excellent time-management skills
- Excellent oral communication skills.
- Ability to achieve successful outcomes through personal and group interaction with others often in difficult situations.
- Analytical skills to help staff through complex troubleshooting situations.
- Skilled in providing support on Windows and Macintosh platforms.
- Knowledge of DoIT organization, products and services.
- Demonstrated leadership ability and respect of peers.
- A commitment to customer service.