Help Desk Analyst
The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is recruiting for a Help Desk Analystto join the Technical Services & Support Team. The Help Desk Analyst provides the best overall customer experience as the face of IT at WFAA by responding to and providing routine, first-second level technical troubleshooting for a wide variety of technology solutions and services offered at WFAA. This position is also responsible for fulfilling service requests for hardware, software, and other technologies to support our business customers. This is a hybrid position and works a rotating / alternating schedule.
Who 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.
Diversity and Inclusion:
Just 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.
Primary Responsibilities
- Identifies, troubleshoots, and resolves technical problems for various products and services leveraging documented process and procedures under close supervision.
- Documents inquiries and responses according to established policies and procedures and recommends procedural improvements to unit leadership.
- Assists with installation, configuration, repair, and modification of various technology hardware, software, and associated components according to established policies and procedures.
- Responsible for the provisioning/de-provisioning of hardware based on request.
- Manages the hardware inventory and provides input into procurement needs for equipment.
- Supports office moves, and other project initiatives as assigned.
Requirements and Qualifications
Required Qualifications:
- 1 + year experience working with and/or supporting computers and peripherals in a customer service environment.
- 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.
Other Qualifications:
- Strong organizational and prioritizing skills; can adjust to rapidly changing priorities.
- Strong initiative; takes accountability for work assignments.
- Candidate should be willing and able to adapt and learn quickly.
WFAA 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!
The 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.