Client Services Analyst (Help Desk)

About the role

The Wisconsin Foundation and Alumni Association (WFAA) is recruiting for a Client Services Analyst (Help Desk) to join the Technical Services & Support Team. The analyst serves as the first point of contact for end users needing assistance with endpoint devices, collaboration tools, and IT systems, triaging and resolving routine technical issues, escalating complex problems to senior analysts or engineering teams, and assisting with endpoint deployments and basic security/compliance tasks. The ideal candidate is customer‑focused, detail‑oriented, and eager to grow technical skills in a fast‑paced support environment.

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.
• Maintain accurate asset inventory records by documenting moves, adds, and changes.
• Assist with imaging, configuring, and deploying laptops and mobile devices for end users.
• Support the lifecycle of endpoint devices by helping with procurement, setup, and proper disposal or recycling of retired equipment.
• Provide basic troubleshooting and support for collaboration spaces and equipment such as conference rooms.
• Participate in hardware refresh efforts and contribute to assigned IT support projects.
• Stay informed on endpoint technologies and assist with evaluating new hardware and software solutions.
• Demonstrate working knowledge of operating systems and productivity tools to support user needs and improve the support experience.
• Provide on‑site assistance (remote hands) to engineering teams by supporting hardware setup, basic troubleshooting, and system access needs.
• Participate in the Incident response team as needed to triage reported security incidents based on established processes and guidelines.
• Assist in regular software updates and patching as needed or required.

Qualifications

• 1+ year of hands‑on experience supporting endpoint devices in a desktop or client services environment.
• 1+ year of 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, and Microsoft Office products.
• Strong oral and written communication skills to convey technical information to non‑technical personnel.
• Ability to perform daily work activities and assignments under general supervision.
• High school diploma or equivalent; associate’s degree in IT or related field preferred.
• Ability to work effectively in a team environment and collaborate with cross‑functional teams.
• Capable of maintaining a high degree of confidentiality and responsibility regarding information related to WFAA and any affiliate organizations.
• Energetic, motivated, service‑oriented, and able to effectively manage multiple competing priorities.
• Strong problem‑solving skills and attention to detail.
• Willingness to learn and adapt to new technologies.
• Physical capability to lift 50 lbs.
• Certifications such as CompTIA A+ are a plus.

Benefits

Competitive pay and an excellent benefits program, which includes a 10% 401k contribution after 1 year of service.

Schedule

This position works onsite in the Madison, WI office Monday through Friday. Shifts are scheduled during business hours between 8:00 a.m. and 5:30 p.m. Remote work is available on a rotating basis, with Monday and Friday remote days every third week.