Desktop Support IV - KYYBA, Inc

Financial

State

of

Wisconsin Department of Financial Institutions

Desktop Support IV

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

Financial

Wisconsin Department of Financial Institutions

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