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Client Services Analyst (Help Desk)

Wisconsin Foundation and Alumni Association
Madison, USA
Full-time
Onsite
Discovered 3 weeks ago
End-user IT supportEndpoint device troubleshootingWindowsmacOSiOS devicesMicrosoft Office Suite

Full Job Posting

Role overview

The Client Services Analyst is a first point of contact for users needing help with endpoint devices, collaboration tools, and IT systems.

The role handles routine technical issues, escalates complex problems, supports endpoint deployments, and contributes to basic security and compliance tasks.

Client support

  • Troubleshoot common hardware and software issues by phone, email, or in person across computers, printers, mobile devices, and collaboration spaces.
  • Set up and recover equipment for employee, contractor, and intern onboarding and offboarding.
  • Triage support tickets, document troubleshooting, identify recurring issues, and escalate complex cases.
  • Collaborate on user experience improvements, support new-hire technical orientation, and maintain internal documentation.

Endpoint management

  • Maintain asset inventory records and assist with imaging, configuring, and deploying laptops and mobile devices.
  • Support endpoint procurement, setup, retirement, and recycling; participate in hardware refreshes and IT support projects.
  • Troubleshoot conference room and collaboration equipment and provide on-site remote hands support to engineering teams.
  • Stay current on endpoint technologies and assist with evaluating hardware and software solutions.

Security

  • Participate in incident response as needed by triaging reported security incidents under established processes.
  • Assist with software updates and patching as needed or required.

Qualifications

  • At least 1 year of hands-on endpoint support experience in a desktop or client services environment.
  • At least 1 year of customer service experience.
  • Basic understanding of Windows and macOS; familiarity with Microsoft Office Suite.
  • Experience with Windows 10, Mac OS, iOS devices, and Microsoft Office products.
  • Excellent communication and customer service orientation; ability to explain technical information to nontechnical personnel.
  • Ability to perform daily assignments under general supervision.

Schedule

  • Works Monday through Friday, with shifts scheduled 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.

Workplace

  • The position works onsite in the Madison, Wisconsin office, with limited rotating remote work; the schedule is hybrid.

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