DETAILS:
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.
REQUIRED SKILLS (10+ years):
NICE TO HAVE SKILLS:
INTERVIEW PROCESS:
ADDITIONAL DETAILS:
Limited free parking is available nearby; onsite parking costs approximately
$70/month