Help Desk

4 weeks ago


Madison, United States MARS Solutions Group Full time

**Department**: Department of Financial Institution (DFI)

**Location**:Madison, WI

**Duration**: 12 Months Contract (likely to be extended)

**Additional information**: The selected hire is expected to cover parking costs, or work out a reimbursement agreement with their supplier. There is some free street parking in the vicinity, or else onsite parking at a monthly rate of approximately $70/month.

**Top Required Skills & Years of Experience**:
**At least 6 years' experience in the following**:

- Ability to independently perform root cause analysis and issue resolution of complex IT issues related to DFI hardware and software (e.g., Lenovo Laptops, Apple iPhones, MS Windows, M365).
- Effective and professional communication and interpersonal skills when dealing with a variety of customers including executives, especially over the phone.
- Ability to identify, lead, and implement ITSM improvement initiatives based on ITIL and industry best practices.
- Highly self-motivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

**Nice to Have Skills**:

- ITIL 4 Foundation certification or similar
- CompTIA A+ certification or similar
- PMP certification or similar
- Under the general guidance of the IT Operations Manager, this position is responsible for growing and operating the Information Technology Service Management (ITSM) program.
- This position serves as an expert resource and relies on extensive experience and judgment to plan and accomplish goals.
- Essential duties include performing first and second level hardware and software support, configuring and administering the ITSM tool, leading ITSM improvement initiatives, coaching and training junior technical support staff and IT personnel, maintaining a high degree of professionalism including during interactions with executive leadership, creating and implementing IT policies, procedures, standards and guidelines.
- The Help Desk is expected to be familiar with a wide variety of IT concepts, practices, and technologies.
- This position may lead and direct the work of others.
- This position is responsible for providing in-person support to client’s staff in Madison, WI.

**Top 3-4 Required skills (6 or more years of experience)**:

- Ability to independently perform root cause analysis and issue resolution of complex IT issues related to client’s hardware and software (e.g., Lenovo Laptops, Apple iPhones, MS Windows, M365).
- Effective and professional communication and interpersonal skills when dealing with a variety of customers including executives.
- Ability to identify, lead, and implement ITSM improvement initiatives based on ITIL and industry best practices.
- Highly self-motivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

**Top 2-3 Nice to Have skills**:

- ITIL 4 Foundation certification or similar
- CompTIA A+ certification of similar
- PMP certification or similar

**Job Type**: Contract

Pay: $25.00 - $27.00 per hour

Expected hours: 40 per week

Experience level:

- 6 years

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Help desk: 1 year (preferred)
- Windows: 1 year (preferred)

Ability to Commute:

- Madison, WI 53705 (preferred)

Ability to Relocate:

- Madison, WI 53705: Relocate before starting work (preferred)

Work Location: In person


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