Help Desk - Novalink Solutions LLC

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 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. 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 (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

Top Required Skills & Years of Experience:

At least 6 years' 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, especially over the phone.

• Ability to identify, lead, and implement IT service 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.

Nice to Have Skills:

• ITIL 4 Foundation certification or similar

• CompTIA A+ certification or similar

• PMP certification or similar