IT SUPPORT ASSOCIATE

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed historic charm with a breathtaking art museum, top-flight cultural attractions, professional sports, lakefront festivals, recreational opportunities, and great restaurants.

The City of Milwaukee is proud to employ a diverse workforce that is committed to providing exemplary service to the City’s residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.

Under the general direction of the Information Services Manager, the IT Support Associate provides information technology (IT) services through the ITMD help desk and prepares new servers, desktop computers and software applications for deployment.

• Assist in the administration of computer help desk operations, including the configuration, operation and support of City servers.
• Identify, troubleshoot and resolve problems with network systems, office automation systems and system configuration.
• Assist in the maintenance of inventory and warranty records for all computer equipment, software and peripherals, and schedule warranty repairs as needed.
• Prepare new hardware and software for use and install such systems.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

• Evening and weekend work may be required to troubleshoot issues and to meet implementation and upgrade requirements.

1.      Associate degree in computer science, information systems management, automated systems development.    

OR

2.      Two years of experience in desktop support and troubleshooting/repair of computers and printers.           

OR

3.      A combination of education and experience, such as one year of technical school and one year of experience in desktop support and troubleshooting/repair of computers and printers.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

• Microsoft or other job-related certifications.

Technical

• Knowledge of and ability to effectively utilize Windows operating systems, such as Windows XP, 7, 8, or 10.
• Knowledge of and ability to effectively implement help desk support techniques. such as how to install and configure printers and how to check networks for connection.
• Knowledge of and ability to utilize anti-virus software such as McAfee, Norton or Trend Micro.
• Ability to support Microsoft Office products such as Office 2010, 2013, and 2016.
• Ability to read and interpret work-related documents.
• Ability to understand and follow instructions, both written and verbal.
• Ability to operate a computer, keyboard, mouse and other computer components.
• Ability to troubleshoot and repair computers, printers and other office equipment.

Communication and Interpersonal

• Customer service skills to effectively assist various users across all levels of the organization.
• Verbal communication skills to effectively convey information to residents, staff, city officials and outside agencies.
• Ability to clearly communicate technical information in an understandable way to both technical and non-technical staff.
• Written communication skills, including the ability to accurately and consistently record information.
• Ability to work cooperatively and effectively with coworkers and residents whose backgrounds may differ from one’s own.
• Ability to be diplomatic and tactful when dealing with customers.

Judgement and Responsibility

• Ability to work both independently and in a team-oriented, collaborative environment.
• Ability to analyze technical situations and develop and implement effective solutions.
• Ability to remain professional at all times.
• Ability to exercise tact and diplomacy.
• Honesty, integrity and the ability to maintain confidentiality

The starting salary (PG 5GN) $43,890 annually, and the resident incentive starting salary for City of Milwaukee residents is $45,206 annually.

BENEFITS

The City of Milwaukee provides a comprehensive benefit program that includes the following:

• Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Paid Parental Leave
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 12 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

• APPLICATIONS and further information can be accessed by visiting www.jobapscloud.com/MIL.
• If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
• The Department of Employee Relations is in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202

EEO 501

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.