Help Desk

Job Description: Corp to Corp Resumes are accepted.

Location Requirement: 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.

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.

Required skills: (6 or more years of experience):

• 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.
• 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.

Desired skills:

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