IT Service Desk Analyst

State of Wisconsin; Madison (WI); Hybrid; USD 69,000 - 87,000; Full time

Benefits offered by this job

Paid leave

Paid holidays

Telework options

Pension plan

Job summary

State of Wisconsin, Wisconsin Department of Transportation, is seeking an IT Service Desk Analyst (IS Technical Services Senior) to provide front-line support for a Microsoft-based environment with Windows 11 devices and Office 365. The role is full-time with a hybrid schedule, requiring 2 on-site days atHill Farms State Office Building in Madison.

You will triage incidents, document issues, and work with Cherwell/ServiceNow in a call-center setting to deliver reliable IT services to state staff

Qualifications

• Providing remote technical support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
• Providing customer support specifically for Microsoft Office 365 and Teams.
• Working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.
• Working with a call center/Automated Call Distribution system for taking calls.

Responsibilities

• Provide front-line IT support to internal WisDOT staff in a call-center environment; triage and resolve issues.
• Diagnose and document issues, assign tickets, and follow through to resolution.
• Maintain technical documentation and knowledge base in the ticketing system.
• Collaborate with IT partners to improve service delivery and processes.

Skills

Windows 11 support

Office 365 & Teams

Call center / ACD systems

Customer service mindset

Tools

Cherwell

ServiceNow

Job description

Join our team of IT professionals as an IT Service Desk Analyst (IS Technical Services Senior) supporting a robust Microsoft based environment running Windows 11 workstations, tablets, laptops, and IOS mobile devices as well as supporting Office 365 for over 3,000 users!
This full-time permanent position is located within the Bureau of Information Technology Services, Division of Business Management,Department of Transportation headquartered at Hill Farms State Office Building on the west side of Madison.
This position offers a hybrid work schedule. The position will be required to work from the Hill Farms State Office Building at least 2 days per week . All employees working a hybrid work schedule are generally expected to telework from within the State of Wisconsin . This topic will be discussed more at the time of the interview.
Why work with us in DOT IT? Check out this link for all the benefits of joining our team, or read more below:

WisDOT is a great place to work! In addition to meaningful and rewarding work, we offer a competitivebenefits package featuring:

• Substantial leave time including at least 3.5weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that rollover each year.
• A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations.For more information on WisDOT you can visit our website by clickinghere .

The Wisconsin Department of Transportation is an organization dedicated to creating transportation solutions through innovation and exceptional service. We are committed to fostering an environment rooted inIntegrity, Diversity, Excellence, and Accountability. Clickhere to learn more about how we apply these values in our work.

Position Summary

This IT Service Desk position provides front-line support, excellent customer service, and consultation services to internal WisDOT staff, assisting with daily project and operational activities. Various duties include staffing the IT Service Desk phone queue, helping diagnose and resolve technical issues, triaging and assigning IT help tickets, and helping create and maintain technical documentation.
An IT Service Desk technician must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. They must possess the maturity and reliability to independently provide user support accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information Technology (BITS) peers, as well as select government and private sector contactors. Most work is performed in a call center environment; work is assigned to the individual through an automatic call distribution system. The technician documents all work performed within a designated tracking system. Although direct supervision is minimal, work and associated documentation is monitored for adherence to expectations.

Salary Information

This position is in schedule-range (07-34) with an annual salary of $68,640 - $87,360 (or $33 - $42 per hour), plus excellent benefits . A twelve-month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

This position may require occasional travel to various customer locations throughout the state.
This state agency does not sponsor work visas. This state agency is not enrolled in USCIS E-Verify and is not eligible to employ international F-1 students seeking STEM-OPT extension. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check which may include FBI fingerprinting.

Qualifications

At a minimum, qualified candidatesmust detail havingexperience in all of the following in order to be considered for the next step in the recruitment process:

• Providing remote technical support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
• Providing customer support specifically for Microsoft Office 365andTeams.
• Working with ITSM Tools such as Cherwell or Service Now for incident managementandinventory.
• Working with a call center/Automated Call Distribution system for taking calls.

In addition to having all of the above, a well-qualified candidate will also have experience in at least one of the following:

• Consulting/collaborating with business partners to improve technical support services, and/orcreate/update businessprocesses/standards.
• Creating and managing major technical incident communications.

Deadline to Apply

All application materials must be received by 11:59 p.m. CST on August 27th, 2026.