Wisconsin Foundation and Alumni Association · 4 months ago
Client Services Analyst (Help Desk)
US-WI-Madison
Full-time
Hybrid
Entry Level
1+ years expThe Wisconsin Foundation and Alumni Association (WFAA) is seeking a Client Services Analyst (Help Desk) to join their Technical Services & Support Team. This role is essential for providing first-level IT support to end users, resolving technical issues, and assisting with endpoint management and security tasks.
EducationHigher Education
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
Qualification
Required
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, Microsoft Office products
Strong oral and written communication skills to communicate 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+
Benefits
10% 401k contribution after 1 year of service!
Company
Wisconsin Foundation and Alumni Association
WAA offers competitive salaries and benefits in an environment that is inspiring, creative, and respectful.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mike Knetter
Chief Executive Officer
Paula Bonner
President and CEO
Recent News
2025-06-19
Company data provided by crunchbase