IT Service Desk Analyst

Introduction

Join our team of IT professionals as an IT Service Desk Analyst (IS Technical Services Senior) supporting a robust Microsoft based environment running Windows 11 workstations, tablets, laptops, and IOS mobile devices as well as supporting Office 365 for over 3,000 users!

This full-time permanent position is located within the Bureau of Information Technology Services, Division of Business Management, Department of Transportation headquartered at Hill Farms State Office Building on the west side of Madison.

This position offers a hybrid work schedule. The position will be required to work from the Hill Farms State Office Building at least 2 days per week . All employees working a hybrid work schedule are generally expected to telework from within the State of Wisconsin . This topic will be discussed more at the time of the interview.

Why work with us in DOT IT? Check out this link for all the benefits of joining our team, or read more below:

WisDOT is a great place to work! In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $49/month for single plans and $122/month for family plans after two months of employment)
• A casual office atmosphere, flexible work schedules, and telework options depending on the position's requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• Well Wisconsin Wellness Program
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being
• Use this Total Rewards Calculator to see the total value of our competitive benefits package!

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations. For more information on WisDOT you can visit our website by clicking here .

The Wisconsin Department of Transportation is an organization dedicated to creating transportation solutions through innovation and exceptional service. We are committed to fostering an environment rooted in Integrity, Diversity, Excellence, and Accountability. Click here to learn more about how we apply these values in our work.

Position Summary

This IT Service Desk position provides front-line support, excellent customer service, and consultation services to internal WisDOT staff, assisting with daily project and operational activities. Various duties include staffing the IT Service Desk phone queue, helping diagnose and resolve technical issues, triaging and assigning IT help tickets, and helping create and maintain technical documentation.

An IT Service Desk technician must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. They must possess the maturity and reliability to independently provide user support accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information Technology (BITS) peers, as well as select government and private sector contactors. Most work is performed in a call center environment; work is assigned to the individual through an automatic call distribution system. The technician documents all work performed within a designated tracking system. Although direct supervision is minimal, work and associated documentation is monitored for adherence to expectations.

Salary Information

This position is in schedule-range (07-34) with an annual salary of $68,640 - $87,360 (or $33 - $42 per hour), plus excellent benefits . A twelve-month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

Job Details

This position may require occasional travel to various customer locations throughout the state.

This state agency does not sponsor work visas. This state agency is not enrolled in USCIS E-Verify and is not eligible to employ international F-1 students seeking STEM-OPT extension. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check which may include FBI fingerprinting.

Qualifications

At a minimum, qualified candidates must detail having experience in all of the following in order to be considered for the next step in the recruitment process:

• Providing remote technical support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.

• Providing customer support specifically for Microsoft Office 365 and Teams.

• Working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.

• Working with a call center/Automated Call Distribution system for taking calls.

In addition to having all of the above, a well-qualified candidate will also have experience in at least one of the following:

• Mentoring and/or training counterparts/team members.

• Consulting/collaborating with business partners to improve technical support services, and/or create/update business processes/standards.
• Creating and managing major technical incident communications.

How To Apply

Apply online! To apply, click "Apply for Job" to start the application process. Then, you will access your existing account or to create a new account if you don't have an account. Once you are logged in, click "Apply for Job." Follow the steps outlined in the application process and submit your application.

This application requires you to submit a resume and letter of qualifications. Within your resume and letter of qualifications, you should describe your education, training, and experience as it relates to items listed in the "Qualifications" section of the job announcement. Your application materials are very important parts of your application and are used during our evaluation process to determine your eligibility for the position. For instructions on how to develop and what should be included in these materials, please view the Resume and Letter of Qualifications Tips document. Please view the ensuring a fair and equitable hiring process document to find out more information on the State of WI selection process. The vast majority of applicants are able to outline their background and experience in their resume within 1-3 pages. Any resumes or letters of qualifications submitted with more than 3 pages will not be considered after page 3.

Permanent classified state employees who are eligible for consideration (transfer or voluntary demotion) should complete the application process as described above by the stated deadline.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability. If you are a qualified veteran, please visit the Veterans Employment page and review method 2 for application instructions to be considered for the Veterans Non-Competitive Appointment program.

Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. For general wisc.jobs user information and if you are experiencing issues and need technical assistance, please see the wisc.jobs Frequently Asked Questions page. Questions related to obtaining the job description and details about this specific job posting can be directed to Vicki Kaul at View email address on click.appcast.io or View phone number on click.appcast.io.

Deadline to Apply

All application materials must be received by 11:59 p.m. CST on August 27th, 2026.