Helpdesk

Under the general guidance of the IT Operations Manager, Help Desk III is responsible for growing and operating the Information Technology Service Management (ITSM) program at the Wisconsin Department of Financial Institutions (DFI). The position is an expert resource and leverages extensive experience and judgment to accomplish goals.

Essential duties include first- and second-level hardware and software support, configuring and administering the ITSM tool, leading ITSM improvement initiatives, and coaching and training junior technical support staff and IT personnel. A high degree of professionalism is expected, especially during interactions with executive leadership. The Help Desk III also helps create and implement IT policies, procedures, standards, and guidelines.

This role requires a broad familiarity with IT concepts, practices, and technologies. It may also involve leading and directing the work of others. The position is based in person at the Hill Farms State Office Building in Madison, WI.

Required Skills:

• Helpdesk Roles (6 years)
• Ability to independently analyze root causes and resolve 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, especially when dealing with various customers, including executives.
• Ability to lead and implement ITSM improvement initiatives based on ITIL and industry best practices.
• Highly self-motivated with the ability to prioritize and execute tasks effectively, with strong attention to detail.

Certifications:

• ITIL 4 Foundation certification
• CompTIA A
• ITSM
• PMP certification (Nice to Have)

Job Type: Contract

Schedule: Monday to Friday

Work Location: In person