Service Desk Analyst – Hybrid Tier 1 IT Support

State of Wisconsin; Madison (WI); Hybrid; USD 65,000 - 78,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Incident management

Technical support

Troubleshooting

Communication skills

Education

Associate degree or equivalent

Job description

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.