REQUIRED SKILLS: (10+ Years; Need All)
* Diagnosing, patching, and deploying desktop systems and other IT hardware
such as mobile devices and printers.
* Identifying, leading, and implementing ITSM improvement initiatives based on
ITIL and industry best practices.
NICE TO HAVE SKILLS:
* ITIL 4 Foundation certification or similar
* CompTIA A+ certification or similar
* PMP certification or similar
INTERVIEW PROCESS:
* Microsoft Teams interview with camera on.
DESCRIPTION OF ROLE:
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 the organization. The role serves as an expert
resource, relying 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. This requires
extensive knowledge and experience with desktop technology, including desktop
operating systems, desktop applications, desktop hardware, laptop systems,
printer support, Android devices, iOS devices, and other supported wireless
devices and peripherals. The role receives escalated support issues from the
help desk.
The 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, and maintaining a high level of
professionalism when interacting with staff, including executive leadership.
Responsibilities also include creating and implementing IT policies, procedures,
standards, and guidelines, as well as maintaining familiarity with a broad range
of IT concepts, practices, and technologies. The position may lead and direct
the work of others.
This role will perform advanced desktop support including operating system and
application patching and troubleshooting. The successful candidate must
demonstrate strong technical troubleshooting ability and exceptional attention
to detail.
The position requires providing in-person support to staff located at the Hill
Farms State Office Building in Madison, Wisconsin.
Other notables:
* Contract type: Staff augmentation, 40 hours per week.
* Shift: Day shift (approximately 7:45 AM – 4:30 PM).
* Security required: Yes.
* On-call hours: No.
* Weekend work: No scheduled weekend coverage.
* Travel: Not required.
* Parking costs are expected to be covered by the contractor; onsite parking is
approximately $70/month with limited free street parking nearby.
* Engagement duration is through June 30, 2026, with potential for at least a
one-year extension.A
American Technology Consulting