ONSITE Desktop Support 4

The State of Wisconsin DFI is looking for an ONSITE Desktop Support IV.

Top Required Skills & Years of Experience:

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.

Top Nice to Have Skills:

• ITIL 4 Foundation certification or similar

• CompTIA A+ certification of similar

• PMP certification or similar

Interview Process: Teams with camera on

Duration of the Contract: 6/30/2025, with potential for at least 1-year extension

Onsite or Remote? Candidates must be CURRENT WI residents. No relocation allowed. This position will be 100% onsite in Madison five days per week.

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 costs, or work out a reimbursement agreement with their supplier. There is some free street parking in the vicinity, or else onsite parking at a monthly rate of approximately $70/month.

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

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.

Top 3-4 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

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

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