Help Desk - NovaLink Solutions : Job Details

Job DescriptionJob DescriptionUnder the general guidance of the IT Operations Manager, this position is responsible for growing andoperating the Information Technology Service Management (ITSM) program at Wisconsin Departmentof Financial Institutions (DFI). This position serves as an expert resource and relies on extensiveexperience and judgment to plan and accomplish goals. Essential duties include performing first andsecond level hardware and software support, configuring and administering the ITSM tool, leading ITSMimprovement 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 isexpected to be familiar with a wide variety of IT concepts, practices, and technologies. This positionmay lead and direct the work of others. This position is responsible for providing in-person support toDFI staff at the Hill Farms State Office building in Madison, WI.Top 3-4 Required skills (6 or more years of experience):• Ability to independently perform root cause analysis and issue resolution of complex IT issuesrelated 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 ofcustomers including executives.• Ability to identify, lead, and implement ITSM improvement initiatives based on ITIL and industrybest practices.• Highly self-motivated with the ability to effectively prioritize and execute tasks with strongattention to detail.Top 2-3 Nice to Have skills:• ITIL 4 Foundation certification or similar• CompTIA A+ certification of similar• PMP certification or similarRequirementsTop Required Skills & Years of Experience:6 or more years of 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.• 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.Top Nice to Have Skills:• ITIL 4 Foundation certification or similar• CompTIA A+ certification of similar• PMP certification or similar