Help Desk

Candidate MUST be a WI resident or willing to relocate to WI at the candidates expense prior to starting the role. This position will be working full time (5 days per week) in office. The selected hire is required to be in office full time per the team schedule.

Our client is looking for a Help Desk professional. 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 client. This position serves as an expert resource and relies on extensive experience and judgment to plan and accomplish goals.

Tasks

• 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 position is expected to be familiar with a wide variety of IT concepts practices and technologies.
• May lead and direct the work of others.

Knowledge Skills and Abilities Required

• Effective and professional communication and interpersonal skills when dealing with a variety of customers including executives.
• Highly selfmotivated with the ability to effectively prioritize and execute tasks with strong attention to detail.

• 7 years Help Desk experience
• 7 years Ability to independently perform root cause analysis and issue resolution of complex IT issues related to hardware and software (e.g. Lenovo Laptops Apple iPhones MS Windows M365).
• 7 years Ability to identify lead and implement ITSM improvement initiatives based on ITIL and industry best practices.

• ITIL 4 Foundation certification or similar
• CompTIA A certification or similar
• PMP certification or similar