Hybrid IT Help Desk Analyst: Support & Onboarding

Wisconsin Foundation and Alumni Association; United States; Hybrid; USD 42,000 - 56,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

End‑user support

Customer service

Windows

macOS

Office 365

Communication

Documentation

Education

Associate degree in IT or related

High school diploma or equivalent

Tools

Zendesk

Job description

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.