{"id":2554882,"url":"https://alion.io/job/advanceuw-client-services-analyst-help-desk","title":"Client Services Analyst (Help Desk)","company":{"id":4421402,"name":"Wisconsin Foundation & Alumni Association","domain":"advanceuw.org","url":"https://alion.io/company/advanceuw","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madison, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":80},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T18:54:15Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T06:38:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nThe Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is recruiting for a Client Services Analyst (Help Desk) to join the Technical Services & Support Team.\nThe Client Services Analyst is a key member of the IT support team, serving as a first point of contact for end users seeking assistance with endpoint devices, collaboration tools, and IT systems. This role focuses on triaging and resolving routine technical issues, escalating more complex problems to senior analysts, engineers, or specialized teams as needed. In addition to day-to-day support, the analyst assists with endpoint deployments and contributes to basic security and compliance tasks. The ideal candidate is customer-focused, detail-oriented, and eager to grow their technical skills in a fast-paced support environment.\nSchedule: This position works onsite in our 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.\nWho is WFAA? The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW-Madison. We provide important engagement opportunities to link UW-Madison alumni to each other and to their alma mater, building a strong community of Badgers.\nDiversity and Inclusion:\nJust as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.\nEssential Functions\nClient Support\nProvide 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.\nSet up and recover equipment for onboarding and offboarding employees, contractors, and interns following established procedures.\nMonitor the support queue (e.g., Zendesk), triage incoming tickets, and document troubleshooting steps clearly and accurately.\nHelp identify recurring issues and share observations to support process improvements.\nEscalate unresolved or complex issues to senior analysts or engineering teams.\nCollaborate with IT team members to support user experience improvements across core systems.\nSupport delivery of basic technical orientation or training for new hires.\nMaintain and update internal documentation as directed.\n Endpoint Management\nMaintain accurate asset inventory records by documenting moves, adds, and changes.\nAssist with imaging, configuring, and deploying laptops and mobile devices for end users.\nSupport the lifecycle of endpoint devices by helping with procurement, setup, and proper disposal or recycling of retired equipment.\nProvide basic troubleshooting and support for collaboration spaces and equipment such as conference rooms.\nParticipate in hardware refresh efforts and contribute to assigned IT support projects.\nStay informed on endpoint technologies and assist with evaluating new hardware and software solutions.\nDemonstrate working knowledge of operating systems and productivity tools to support user needs and improve the support experience.\nProvide on-site assistance (remote hands) to engineering teams by supporting hardware setup, basic troubleshooting, and system access needs.\nSecurity\nParticipate in the Incident response team as needed to triage reported security incidents based on established processes and guidelines. \nAssist in regular software updates and patching as needed or required\nQualifications\nRequired Qualifications:\n1 + year of hands-on experience supporting endpoint devices in a desktop or client services environment.\n1 + year of experience in a customer service environment\nBasic understanding of Windows and macOS operating systems. \nFamiliarity with Microsoft Office Suite (Word, Excel, Outlook). \nExcellent communication skills and customer service orientation. \nComputer experience in Windows OS 10, Mac OS, IOS devices, Microsoft Office products.\nStrong oral and written communication skills to communicate technical information to non-technical personnel.\nAbility to perform daily work activities and assignments under general supervision.\nOther Qualifications:\nHigh school diploma or equivalent; associate’s degree in IT or related field preferred. \nAbility to work effectively in a team environment and collaborate with cross-functional teams. \nCapable of maintaining a high degree of confidentiality and responsibility regarding information related to WFAA and any affiliate organizations. \nEnergetic, motivated, service-oriented, and able to effectively manage multiple competing priorities. \nStrong problem-solving skills and attention to detail. \nWillingness to learn and adapt to new technologies. \nPhysical capability to lift 50 lbs. \nCertifications such as CompTIA A+ \nWFAA is committed to provide our employees with an environment that is inspiring, creative and respectful. We offer competitive pay and an excellent benefits program, which includes a 10% 401k contribution after 1 year of service!\nThe Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (advanceuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.","description_format":"text","description_chars":6131,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T18:54:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/advanceuw-client-services-analyst-help-desk","json_url":"https://alion.io/job/advanceuw-client-services-analyst-help-desk.json","meta":{"generated_at":"2026-10-15T07:51:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11834,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421402},"rest":"https://alion.io/mcp/rest/get_company?id=4421402"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fadvanceuw-client-services-analyst-help-desk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fadvanceuw-client-services-analyst-help-desk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fadvanceuw-client-services-analyst-help-desk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/advanceuw-client-services-analyst-help-desk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fadvanceuw-client-services-analyst-help-desk"}]}