Job Description:
***Crop to Crop resumes are accepted
Location Requirement: 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.
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 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 DFI staff at the
Hill Farms State Office building in Madison, WI.
Required Skills:10 or more years of experience in the following:
- 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 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
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