Client Services Analyst (Help Desk)

Wisconsin Foundation and Alumni Association; United States; Ibrido; USD 42.000 - 56.000; Tempo pieno

Descrizione del lavoro

The Wisconsin Foundation and Alumni Association (WFAA) seeks a Client Services Analyst to join the Technical Services & Support Team in Madison, WI. This on-site role focuses on triaging and resolving routine IT issues, with escalation to senior staff as needed.

The position supports endpoint devices, collaboration tools, and IT systems, with onboarding/offboarding, basic security tasks, and documentation. Remote days rotate weekly; business hours are 8:00 a.m. – 5:30 p.m.

Competenze

• 1+ year hands-on experience supporting endpoint devices in a desktop or client services environment.
• 1+ year experience in a customer service environment.
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook).
• Excellent communication skills and customer service orientation.
• Computer experience in Windows OS 10, Mac OS, IOS devices, Microsoft Office products.
• Strong oral and written communication skills to communicate technical information to non-technical personnel.
• Ability to perform daily work activities and assignments under general supervision.

Mansioni

• Provide end-user support via phone, email, or in person by troubleshooting common hardware and software issues across desktops, laptops, printers, mobile devices and collaboration spaces.
• Set up and recover equipment for onboarding and offboarding employees, contractors, and interns following established procedures.
• Monitor the support queue (e.g., Zendesk), triage incoming tickets, and document troubleshooting steps clearly and accurately.
• Help identify recurring issues and share observations to support process improvements.
• Escalate unresolved or complex issues to senior analysts or engineering teams.
• Collaborate with IT team members to support user experience improvements across core systems.
• Support delivery of basic technical orientation or training for new hires.
• Maintain and update internal documentation as directed.

Conoscenze

End‑user support

Customer service

Windows

macOS

Office 365

Communication

Documentation

Formazione

Associate degree in IT or related

High school diploma or equivalent

Strumenti

Zendesk

Descrizione del lavoro

Overview

The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is recruiting for a Client Services Analyst (Help Desk) to join the Technical Services & Support Team.

The Client Services Analyst is a key member of the IT support team, serving as a first point of contact for end users seeking assistance with endpoint devices, collaboration tools, and IT systems. This role focuses on triaging and resolving routine technical issues, escalating more complex problems to senior analysts, engineers, or specialized teams as needed. In addition to day‑to‑day support, the analyst assists with endpoint deployments and contributes to basic security and compliance tasks. The ideal candidate is customer‑focused, detail‑oriented, and eager to grow their technical skills in a fast‑paced support environment.

Schedule: This position works onsite in our Madison, WI office Monday through Friday. Shifts are scheduled during business hours between 8:00 a.m. and 5:30 p.m. Remote work is available on a rotating basis, with Monday and Friday remote days every third week.

Who is WFAA?

The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW-Madison. We provide important engagement opportunities to link UW-Madison alumni to each other and to their alma mater, building a strong community of Badgers.

Diversity and Inclusion:

Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.

Essential Functions

Client Support

• Provide end-user support via phone, email, or in person by troubleshooting common hardware and software issues across desktops, laptops, printers, mobile devices and collaboration spaces.
• Set up and recover equipment for onboarding and offboarding employees, contractors, and interns following established procedures.
• Monitor the support queue (e.g., Zendesk), triage incoming tickets, and document troubleshooting steps clearly and accurately.
• Help identify recurring issues and share observations to support process improvements.
• Escalate unresolved or complex issues to senior analysts or engineering teams.
• Collaborate with IT team members to support user experience improvements across core systems.
• Support delivery of basic technical orientation or training for new hires.
• Maintain and update internal documentation as directed.

Endpoint Management

• Maintain accurate asset inventory records by documenting moves, adds, and changes.
• Assist with imaging, configuring, and deploying laptops and mobile devices for end users.
• Support the lifecycle of endpoint devices by helping with procurement, setup, and proper disposal or recycling of retired equipment.
• Provide basic troubleshooting and support for collaboration spaces and equipment such as conference rooms.
• Participate in hardware refresh efforts and contribute to assigned IT support projects.
• Stay informed on endpoint technologies and assist with evaluating new hardware and software solutions.
• Demonstrate working knowledge of operating systems and productivity tools to support user needs and improve the support experience.
• Provide on-site assistance (remote hands) to engineering teams by supporting hardware setup, basic troubleshooting, and system access needs.

Security

• Participate in the Incident response team as needed to triage reported security incidents based on established processes and guidelines.
• Assist in regular software updates and patching as needed or required

Qualifications

Required Qualifications :

• 1 + year of hands‑on experience supporting endpoint devices in a desktop or client services environment.
• 1 + year of experience in a customer service environment
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook).
• Excellent communication skills and customer service orientation.
• Computer experience in Windows OS 10, Mac OS, IOS devices, Microsoft Office products.
• Strong oral and written communication skills to communicate technical information to non‑technical personnel.
• Ability to perform daily work activities and assignments under general supervision.

Other Qualifications:

High school diploma or equivalent; associate's degree in IT or relate