Service Desk Analyst

The Consolidated Court Automation Programs (CCAP) within the Wisconsin Court System is hiring a full-time Service Desk Analyst to deliver Tier 1 support and coordinate incident resolution.

Responsibilities

• Provide Tier 1 technical support for Wisconsin Court System technology services
• Monitor and respond to incidents, alerts, and escalations impacting supported services
• Handle escalations, service disruptions, and special assignments
• Coordinate resolutions with appropriate support teams

Requirements

• Associate degree in computer science, information technology, business information systems, or related field (or an equivalent combination of education and experience)
• Minimum 1 year of experience in a customer-facing support role
• Experience in a service desk, help desk, call center, or technical support environment
• Working knowledge of customer service, service desk, incident management, and technical support practices
• Working knowledge of computer operating systems, hardware, software, business applications, networking, and related technologies
• Working knowledge of application support, infrastructure support, troubleshooting methodologies, and business workflows
• Working knowledge of computer configuration, peripherals, audio/visual equipment, cybersecurity practices, and technology standards
• Ability to document incidents, procedures, resolutions, and knowledge base content
• Excellent verbal, written, and interpersonal communication and customer service skills
• Ability to troubleshoot, diagnose, resolve application and technical issues, and determine appropriate escalation paths
• Ability to analyze problems, identify root causes, and develop effective solutions

Preferred

• Experience supporting business applications, software systems, or end-user applications
• Experience supporting computer hardware, operating systems, peripherals, or related technologies

Benefits

• State of Wisconsin benefits package

Special Requirements

• Employment requires a criminal background check
• Wisconsin Court System does not sponsor work visas; applicants must verify identity and eligibility to work in the United States and complete the required employment eligibility form upon hire

Work Location

• Madison, WI (hybrid)
• Certain roles may allow remote work for a portion of the schedule based on needs of the position and work unit
• Topic may be discussed during the interview process
• Position is headquartered in Wisconsin; selected candidates may be expected to report to Wisconsin office locations on short notice
• Employees residing outside Wisconsin are not eligible for full-time remote work

Compensation

• $64,600 to $77,600 per year
• Salary determined based on qualifications and experience
• Includes a State of Wisconsin benefits package

Application Details

• Submit a cover letter and resume in a single .pdf document
• Reference position #26-2647 Service Desk Analyst
• Email to [email protected]
• Materials should address relevant education, experience, and skills related to the listed qualifications and special requirements
• Failure to follow application procedures may result in disqualification

Deadline

• Applications must be received by 11:59 PM on November 16, 2026
• The Wisconsin Court System will provide reasonable accommodations to qualified applicants when requested
• Additional information: www.wicourts.gov
• Upon request, prospective employees can obtain a copy of the Equal Employment Opportunity Utilization Report