Help Desk Level 2 Analyst

Job Level
Entry-level position
Job Category
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

Job no: 109393-FTF

Work type: Staff-Full Time


Location: Madison

Categories: Computer Science, Information Systems/Technology, Other

Position Summary:

Division of Information Technology (DoIT) provides a wide variety of technology services to the University of Wisconsin-Madison. It also provides limited service to UW system and other State entities. DoIT's mission is to lead the development and delivery of information technology services that help students, faculty, and staff work effectively as a community. Services span desktop-server-mainframe computing, networks, telecommunications, Internet connectivity, administrative and academic systems, instructional technology, plus many support services.

This team provides support to the members of the UW-Madison campus community as well as members of related institutions. This role is designed to deliver high-quality technology solutions with a focus on customer service. We offer training in technical expertise, customer service excellence, and other business skills like time management.

We are responsible for first and second level troubleshooting determination, resolution, and as-needed escalation for the various products and services that are used to support the business and academic mission of campus.

Additionally, the position offers long and short-term project work both within the Help Desk and throughout the larger division to promote professional development, and organizational effectiveness. Currently, we have team members run small teams of students, work on strategic projects, and represent the Help Desk within different teams at DoIT - this allows further growth in a variety of skills including in a specific technology. Strong candidates will have a drive to continually improve, learn more, and sharpen their skills while working in a team environment.

Position Duties:
List of Duties

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion


This position is initially expected to last one year, with the possibility of extending the position up to a maximum of two years and/or it may turn into an ongoing appointment based on program need and funding availability.

This position is identified as a position of trust . A criminal background check is required.

Please note: DoIT is unable to provide sponsorship for this position.



Work Type:


Work Schedule:

The Help Desk provides support Monday-Friday from 7:00 am - 6:00 pm. Within those hours, there is flexibility in team members' schedule.

Appointment Type, Duration:

Terminal appointment.
This position has the possibility to be extended or converted into an ongoing appointment based on need and/or funding.

Hourly rate:

Minimum $20.50
Depending on Qualifications

Instructions to Applicants:

Click on the "Apply Online" button to start the application process.
You will be prompted to, upload the following documents:

  1. Resume (REQUIRED)

  2. Cover letter (REQUIRED)

Please use the cover letter to address the Required Qualifications listed below. For each Qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

  1. Demonstrated exceptional performance in a customer service environment.

  2. Knowledge and practice of interpersonal skills needed to work in a team oriented, collaborative work environment to address potentially difficult situations and customers.

  3. Ability to individually represent the Help Desk in work and through meetings and interactions with other DoIT Teams.

  4. Demonstrated commitment to diversity, respect and ethical practices in alignment with DoIT's Mission and Foundational Principles.

  5. Knowledge of both Windows and Macintosh Operating System including a variety of common software applications such as word processing, database, graphics, multimedia, and antivirus/antimalware applications or the ability and desire to learn quickly.

  6. Knowledge of internet technologies (such as email clients, web browsers, and connection issues involved with these) and smart phones, mobile computing.


Vickie Arneson
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Official Title:


Employment Class:

University Staff-Fixed Term Finite

Job Number:


The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website:

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Applications Open: Central Daylight Time

Applications Close: Central Daylight Time