Help Desk IV

Candidates MUST be WI residents or willing to relocate to WI at their own expense prior to starting. This position can work NA% remotely (within the state of WI).

Job Description

• 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 inperson support to DFI staff at the Hill Farms State Office building in Madison WI.

Top 34 Required skills (7 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 M3NA).
• 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 selfmotivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

Top 23 Nice to Have skills:

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