Help Desk III

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.

education: High School

responsibilities:

• 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.

Top 3-4 Required skills (6 or more years of experience):

• 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 2-3 Nice to Have skills:

• ITIL 4 Foundation certification or similar
• CompTIA A+ certification of similar
• PMP certification or similar

qualifications:

• Experience level: Experienced
• Minimum 2 years of experience
• Education: High School

• Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.