Title - Senior IT Helpdesk specialist
Location - Madison, WI
Fully onsite role
DETAILS:
This position is responsible for growing and operating the Information Technology Service
Management (ITSM) program under the general guidance of the IT Operations Manager.
Responsibilities include providing first—and second-level hardware/software support,
configuring/administering ITSM tools, leading ITSM initiatives, coaching junior staff, and
developing IT policies and guidelines.
The role requires direct in-person support at the Hill Farms State Office building, emphasizing
professionalism and attention to detail.
REQUIRED SKILLS (6+ years):
Root cause analysis and resolution of complex IT issues related to hardware/software (e.g.,
Lenovo Laptops, Apple iPhones, MS Windows, M365).
Leadership in ITSM improvement initiatives using ITIL and industry best practices.
Effective and professional communication and interpersonal skills when dealing with
customers, including executives.
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.
INTERVIEW PROCESS:
Microsoft Teams with the camera on.
ADDITIONAL DETAILS:
No specific equipment details were provided.
Parking is an additional cost for the selected hire (~$70/month onsite) or may involve free
street parking options.
Required documents include WI Cover Sheet, Right to Represent, and the candidate's
resume with their full legal name.
No on-call or weekend hours.
