Help Desk III

Spherion Staffing WI & Northern IL; Madison (WI); On-site; USD 36,000 - 39,000; Part time

Benefits offered by this job

PTO 2 weeks

Paid holidays

Medical insurance

Job summary

Spherion Wisconsin & Northern Illinois, in partnership with the State of Wisconsin DFI, seeks a Help Desk III Technician to join the IT Operations team for a 12+ month on-site contract in Madison, WI. The role focuses on growing and operating the ITSM program and delivering expert hardware and software support.

You will coach junior staff, help implement IT policies and guidelines, and work with executive leadership.

Qualifications

• Root cause analysis and issue resolution for complex IT issues across hardware and software.
• Excellent communication with executives and diverse customers.
• Lead ITSM improvement initiatives using ITIL and industry best practices.
• Strong self-motivation with effective task prioritization and attention to detail.

Responsibilities

• Provide in-person IT support to DFI staff at Hill Farms office in Madison, WI.
• Configure and administer the ITSM tool and drive improvements.
• Coach and train junior staff and other IT personnel.
• Develop and enforce IT policies, procedures, standards and guidelines.

Skills

Root cause analysis

Communication

ITSM improvement

Attention to detail

Job description

Spherion Wisconsin & Northern Illinois, in partnership with the State of Wisconsin DFI, is seeking a Help Desk III Technician to join their team for a 12+ month contract that is onsite in Madison, WI.

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 III 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.

This position pays $26-28/hour W2 and includes 2 weeks PTO, paid holidays, and medical insurance if needed.

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