Help Desk- IV

2 days ago

Madison, WI, United States Concord IT Systems Full time
THIS IS A REPOST OF 127503 DUE TO THE RATE CHANGING

The State of Wisconsin is looking for a Help Desk IV.

All candidates MUST have at least 7 years' professional Help Desk experience, ITSM and ITIL experience, and be willing to work 100% onsite in Madison.

Under the general guidance of the IT Operations Manager, this position is responsible for growing and operating the Information Technology Service Management (ITSM) program at Wisconsin Department of Financial Institutions (DFI). 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 IV 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 DFI staff at the Hill Farms State Office building in Madison, WI.

Top Required Skills & At least 7 Years of 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
Interview Process:
  • Teams
Duration of the Contract:
  • 06/30/2024, likely to be extended.
Onsite or Remote?
  • 100% onsite. Candidate MUST be a WI resident or willing to relocate to WI at the candidate's expense prior to starting the role.
  • This position will be working full time (5 days per week) in office in Madison. The selected hire is required to be in office full time per the team schedule.
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.

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