IT Service Desk Analyst Job Milwaukee area,Wisconsin USA,IT/Tech

IT Service Desk Analyst

Posting Number: NA01527

Employment Status: Full Time

Job Family: Information Technology

Seniority Level: Mid-Senior level

Employment Type: Full-time

Overview

Marquette University’s Information Technology Services (ITS) Division seeks an IT Service Desk Analyst to serve as a tier‑1 and tier‑2 client support specialist, provide escalation services, and manage the Scantron test process. The analyst will be the primary point of contact for students, faculty, and staff IT and telecommunications requests, and will work under the direction of the Help Desk Manager.

Responsibilities

Receive IT service requests via telephone, email, chat, walk‑up, or written request; work with customers to analyze, troubleshoot, and resolve issues promptly; log unresolved incidents in the tracking system.

Oversee the Scantron test process and supervise student scanning assistants.

Resolve second‑level issues and serve as an escalation point and subject‑matter expert for Student Help Desk analysts.

Follow‑up or further escalated to other tiers as necessary; document all troubleshooting steps.

Create and maintain documentation as the work environment evolves, as directed.

Assist in training student employees.

Adhere to SLA metrics: call answer rates, drop‑call rates, first‑call resolution, and total ticket resolution.

Collaborate with and provide recommendations to the Help Desk Manager.

Qualifications

High school diploma with 3‑5 years of level‑1/level‑2 IT technician experience, or associate degree with 1‑3 years of such experience.
Ability to resolve a full range of first‑ and second‑level IT requests and issues.
Strong customer‑service mindset, analytical and problem‑solving skills, effective communication, multitasking ability, and basic typing skills of at least 40 WPM.
Occasional lifting/pushing/pulling of up to 25 lbs.
Willingness and availability to work some weeknight and weekend hours.

Preferred Qualifications

Bachelor’s degree in computer science or related field.
CompTIA A+ certification.
MTA:
Windows Operating System Fundamentals certification.
HDI Support Center Analyst (HDISCA) certification.

Application Instructions

Apply online at . Qualified females, minorities, disabled veterans, and other veterans are encouraged to apply.

EEO Statement

It is the policy of Marquette University to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state‑protected classification.

Posting Information

Posting Date: 10/22/2025 | Closing Date: (TBD)

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