DESKTOP SUPPORT-IV - W2 - APPLICANT MUST BE CURRENT WI RESIDENT

NOTE: APPLICANT MUST BE ON OUR W2 AND CURRENT WI RESIDENT. NOT ACCEPTING SUB-VENDORS.

Role: Desktop Support-IV

Location: Madison, WI - Hybrid

Duration: 2 Months w/ extensions

Interview:  MS Teams

Note: Candidates must be CURRENT WI residents. No relocation allowed. The selected hire will be onsite in Madison 4 days per week with 1 WFH day allowed.

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. This position serves as an expert resource and relies on extensive experience and judgment to plan and accomplish goals.

·       Essential duties include providing expert-level technical assistance in support and preparation of desktop supported applications and hardware. Requires extensive knowledge of, and experience with, desktop technology including, but not limited to, desktop operating systems, desktop applications, desktop hardware, laptop systems, desktop printer support, Android devices, iOS devices, other supported wireless devices and peripherals. This title receives escalated level support issues from help desk.

·       This position will also be responsible for 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 position 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 Agency staff at the State Office building in Madison, WI.

Top Required Skills & 10 or More Years of Experience:

·       Ability to diagnose, patch, and deploy desktop systems and other IT hardware such as mobile devices and printers.

·       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’s best practices.

·       Highly self-motivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

Top Nice to Have Skills:

·       ITIL 4 Foundation certification or similar

·       CompTIA A+ certification of similar

·       PMP certification or similar – This is purely a nice to have, not required. Our contractors work heavily with our PMO, and we found that individuals with project management training are more successful at Agency. It really helps them understand industry standard project management practices and the value/importance of adherence to PMP.

Interview Process:

·       Teams with camera on

Duration of the Contract:

·       06/30/2026, with potential for at least 1-year extension

Onsite or Remote?

·       Candidates must be CURRENT WI residents. No relocation allowed. The selected hire will be onsite in Madison 4 days per week with 1 WFH day allowed.

Project Details:

·       This position will perform advanced desktop support including OS and application patching and troubleshooting. The successful candidate must have high attention to detail and strong technical troubleshooting skills.

Additional Details:

·       The selected hire is expected to cover parking. There is some free street parking in the vicinity, or else onsite parking at a monthly rate of approximately $70/month.

Will this position have access to FTI (Federal Tax Information)?

·       No

On Call hours required?

·       No

Will the position require any weekend coverage? (IE: weekend maintenance)

·       No

Is this position Remote, Hybrid**, or In Person?

·       In Person

Travel Required?

·      No