Service Desk Analyst

State of Wisconsin; Madison (WI); Hybrid; USD 65.000 - 78.000; Vollzeit

Zusammenfassung

State of Wisconsin's Consolidated Court Automation Programs (CCAP) in Madison seeks a full-time Service Desk Analyst to provide Tier 1 technical support, analyze problems, and coordinate resolutions with appropriate teams. The role begins January 11, 2027.

Location: Madison, WI, with potential partial remote work; on-site reporting may be required. Salary range: $64,600–$77,600 annually plus benefits. Ideal candidates have customer-service experience and IT fundamentals.

Qualifikationen

• Associate degree or equivalent work experience in IT.
• At least 1 year in a customer-facing support role.
• Experience in a service/help desk, or call center environment.
• Knowledge of incident management and technical support practices.
• OS, hardware, software, networking and business applications know-how.
• Ability to document incidents and knowledge content.
• Strong verbal, written and interpersonal communication and customer service.
• Ability to troubleshoot, diagnose, and escalate issues.

Aufgaben

• Provides Tier 1 support for Wisconsin Court System technology services.
• Monitors and responds to incidents, alerts, and escalations.
• Responds to escalations, service disruptions, and special assignments.

Kenntnisse

Customer service

Incident management

Technical support

Troubleshooting

Communication skills

Ausbildung

Associate degree or equivalent

Jobbeschreibung

Introduction

The Consolidated Court Automation Programs (CCAP) for the Wisconsin Court System is seeking qualified candidates for a full-time Service Desk Analyst. If you have experience providing Tier 1 technical support including analyzing problems and coordinating resolutions with appropriate support teams we encourage you to apply for this role. This position is expected to start January 11, 2027.

Position Summary

LOCATION: Madison, WI. Certain positions with this Department may allow remote work for a portion of their work schedule, depending on the needs of the position and the work unit. This topic may be discussed in the interview process. The position is headquartered in Wisconsin and selected candidates may be expected to report to office locations in Wisconsin on short notice. Employees residing outside the state of Wisconsin are not eligible for full-time remote work.

SALARY

$64,600 to $77,600 annually with a State of Wisconsin benefits package. Salary will be determined based on the selected candidate’s qualifications and experience.

Job Details

• Provides Tier 1 support for Wisconsin Court System technology services.
• Monitors and responds to incidents, alerts, and escalations affecting supported services.
• Responds to escalations, service disruptions, and special assignments.

Qualifications

Required:

• Associate degree in computer science, information technology, business information systems, or related field; or an equivalent combination of education and experience.
• Minimum of one year of experience in a customer-facing support role.
• Experience working in a service desk, help desk, call center, or technical support environment.
• Working knowledge of customer service, service desk, incident management, and technical support practices.
• Working knowledge of computer operating systems, hardware, software, business applications, networking, and related technologies.
• Working knowledge of application support, infrastructure support, troubleshooting methodologies, and business workflows.
• Working knowledge of computer configuration, peripherals, audio/visual equipment, cybersecurity practices, and technology standards.
• Skill in documenting incidents, procedures, resolutions, and knowledge base content.
• Excellent skill in verbal, written, and interpersonal communication & customer service.
• Ability to troubleshoot, diagnose, resolve application and technical issues and determine appropriate escalation paths.
• Ability to analyze problems, identify root causes, and develop effective solutions.

Preferred:

• Experience supporting business applications, software systems, or end-user applications.
• Experience supporting computer hardware, operating systems, peripherals, or related technologies.

Special Requirements

• Employment will require a criminal background check. 2) The Wisconsin Court System does not sponsor work visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States, and to complete the required employment eligibility form upon hire.

Notice

Notice: Upon request, all prospective employees can obtain a copy of the Equal Employment Opportunity Utilization Report.