W2 - Help Desk IV ITSM ITIL Root cause analysis Communication - Onsite

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.

The client is looking for a Help Desk IV.

Top Required Skills & Years of Experience:

At least 7 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 selfmotivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

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

Interview Process: Teams

Duration of the Contract: 6/30/2024 likely to be extended

Onsite or Remote 100% onsite. Candidate MUST be a WI resident or willing to relocate to WI at the candidates 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.

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.