IT SUPPORT SPECIALIST-LEAD

Under the direction of the Information Services Manager, the IT Support Specialist-Lead serves as the primary work group resource in one or more of the specialty areas of support. 

Technical

• Serve as a lead in one of three major support areas:
  • data storage, backup and recovery;
  • systems imaging, application deployment and patch management; or
  • hardware and software purchases, installation and configuration.
• Identify, troubleshoot, and resolve problems with user and the Information Technology Management Division (ITMD) devices and system configurations.
• Develop training materials, train end-users, and manage system backups.

Project Management

• Lead daily operation of the one or more functional areas of the Information Services section to ensure optimum performance, availability and security while troubleshooting and resolving problems that occur.
• Maintain inventory and warranty records for all hardware, software and other peripherals and prepare documentation of systems.
• Manage large information technology projects, including serving in a lead capacity relative to individuals and organizations retained as project resources; implement or serve as a primary resource for the projects.

 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. 

• The IT Support Specialist-Lead participates in a rotating on-call schedule to respond during emergency situations and is expected to monitor phone and email messages during regularly-scheduled off hours.

1. Regular status as City of Milwaukee employee having successfully completed a probationary period for a civil service position, or status as a City of Milwaukee employee in a fixed term position.
2. Bachelor’s degree in computer science, information systems management, automated systems development or a closely related field from an accredited college or university.
3. Three years of experience performing systems administration (i.e., configuring, operating and supporting software, hardware, servers and workstations) in a Tier 2 information technology support environment.

Equivalent combination of education and experience may be considered however, two years of experience performing systems administration in a Tier 2 information technology support environment is required and may not be substituted with education.

Technical

• Knowledge of and ability to effectively utilize Microsoft Active Directory, including group policies and login scripts.
• Knowledge of and ability to utilize Microsoft System Center Configuration Manager (SCCM).
• Knowledge of storage, backup and recovery system concepts.
• Knowledge of upgrading, patching, imaging, and migrating Microsoft servers and workstations.
• Knowledge of virtual server environments, such as Hyper-V.
• Knowledge of enterprise and desktop applications, including Management Systems, Oracle Database and Microsoft Office.
• Ability to use various methodologies and issue resolution techniques to problem-solve and troubleshoot application and hardware issues.
• Skill in identifying patterns and taking preventive action to avoid future system issues.
• Ability to develop and interpret technical documentation for training and end user procedures.
• Ability to log, prioritize and complete user requests for assistance.

Communication and Interpersonal

• Ability to lead in a team-oriented, collaborative environment.
• Customer service and active listening skills to interact constructively with colleagues and staff, vendors, and contractors.
• Verbal communication skills to clearly convey information to individuals who have a range of technical expertise.
• Ability to write clear and concise instructions and system documentation.
• Written communication skills, including the ability to prepare clear and concise correspondence, policies, and reports.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own.

Time Management and Professionalism

• Organizational, project management, and record-keeping skills.
• Time management skills and the flexibility to adjust to changing priorities.
• Commitment to staying apprised of trends in information technology.
• Honesty and responsible stewardship of departmental resources.

The current salary range (Pay Range 2HN) is $66,137-$79,909 annually, and the resident incentive salary range for City of Milwaukee Residents is $68,121-$82,306 annually. Appointment will be made in accordance with the City of Milwaukee salary ordinance.

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of related education, experience and accomplishments, an evaluation of written communication, interviews, and/or other assessment methods. The Department of Employee Relations and the DOA-ITMD Division reserve the right to call only the most qualified candidates to proceed in the selection process. Information from the selection process will be used to make a hiring decision. Selected candidates will be transferred and/or promoted to the position.

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. The applicant is responsible for attending all phases of the selection process at the time and place designated by the hiring authority.

NOTE: Transfer/Promotional Opportunities and Promotional Examinations are not open to Milwaukee Public Schools employees or to the public. Only current City of Milwaukee employees and civilian personnel in MFD and MPD hired through a City Service Commission process who have successfully passed a probationary period for a Civil Service position or who have status as a City of Milwaukee employee in a fixed term position will be considered. Individuals with exempt, provisional, temporary, or emergency appointments are not eligible for transfer.

• Applications and further information can be accessed by visiting www.jobapscloud.com/MIL.
• Applications should be submitted no later than the deadline listed above.
• 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 located in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

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