IT Help Desk Analyst — End-User Support & Onboarding

University of Wisconsin Foundation; Madison (WI); Hybrid; USD 42,000 - 55,000; Full time

Benefits offered by this job

10% 401k contribution after 1 year

Job summary

University of Wisconsin Foundation in Madison, WI seeks a Client Services Analyst (Help Desk) to join the Technical Services & Support Team. You will triage, troubleshoot, and resolve routine IT issues for end users, with escalation for complex cases to senior staff.

Onsite work is required in Madison with rotating remote days; you will assist with endpoint deployments and basic security tasks while contributing to a positive user experience. Strong customer focus is essential.

Qualifications

• 1+ year of hands-on endpoint support in a desktop or client services role.
• 1+ year in a customer service environment.
• Solid understanding of Windows and macOS.
• Proficient with Microsoft Office Suite.
• Strong written and verbal communication for non-technical users.

Responsibilities

• Provide end-user support via phone, email, or in person for hardware and software issues.
• Set up and recover equipment for onboarding and offboarding per procedures.
• Monitor the support queue (e.g., Zendesk) and document steps clearly.
• Escalate complex issues to senior analysts or engineering teams.
• Maintain internal documentation and assist with basic training.

Skills

Endpoint support

Customer service

Windows OS

macOS familiarity

Zendesk

Clear communication

Education

High school diploma or equivalent

Associate’s degree in IT (preferred)

Tools

Zendesk

Job description

University of Wisconsin Foundation in Madison, WI seeks a Client Services Analyst (Help Desk) to join the Technical Services & Support Team. You will triage, troubleshoot, and resolve routine IT issues for end users, with escalation for complex cases to senior staff.

Onsite work is required in Madison with rotating remote days; you will assist with endpoint deployments and basic security tasks while contributing to a positive user experience. Strong customer focus is essential.