Help Desk

Our client is looking for a Help Desk to be primarily responsible for full lifecycle management of all of IT hardware assets. This position is responsible for ensuring the recovery of all assets identified as IT hardware assets. Using the data from the annual IT hardware inventory, this position will assist with the development, implementation, and completion of the annual PC replacement plan., * Maintain IT hardware asset data in multiple systems, including IT Service Management System (Cherwell) and desktop management system (Ivanti).

• Utilize desktop management systems (e.g., Ivanti or Cherwell) for troubleshooting and to gather reports/metrics.
• Provide first-level support for all offboarding service requests assigned to hardware asset management.
• Coordinate with managers the return of hardware assets that are assigned to offboarded employees.
• Assist in the preparation and review of hardware asset disposition reports that are used to identify missing assets.
• Monitor missing asset SLA’s and escalate missing assets to Computer Security Incident Response Team (CSIRT).
• Prepare and distribute reports and other materials for the Director’s office, PMO Director, and the IT Business Manager.
• Coordinate and perform onsite physical IT inventory audits at DHS locations.
• Provide onsite operations support of the warehouse
• Other duties as assigned.

NOTE: Must be a CURRENT WI resident. No relocation allowed. This position requires the contractor to be on-site 3 days per week. We can accept H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time., * Working knowledge of IT services and environment in an enterprise setting.

• Ability to lift 20 lbs. periodically throughout the day.
• Ability to communicate in a clear, concise manner with customers/end-users of varying technical levels, both verbally and in writing.
• Strong communication skills with a proven ability to understand key concepts and communicate with technical staff, business stakeholders and senior leaders.
• Excellent verbal and interpersonal communications skills
• Ability to establish trust and mutual respect with others
• Ability to build and maintain good working relationships with staff, managers, administration, counties, vendors and the public.
• Ability to work independently, 3+ years of experience in the following:
• Experience Maintaining and managing IT hardware asset data in multiple systems, including DHS’s IT Service Management System (Cherwell & Ivanti Neurons) and DHS desktop management system (Ivanti).
• Experience in performing electronic and physical IT hardware asset audits.
• Experience with at least one spreadsheet software platform, including but not limited to Microsoft Excel, Google Sheets or OpenOffice Calc.

Skills Desired

• Experience purchasing and deploying IT Hardware
• Experience creating and tracking IT Hardware repairs and support cases