IT SUPPORT SPECIALIST-SENIOR

As a member of the Milwaukee Police Department’s Information Technology Division team, the IT Support Specialist-Senior provides maintenance, updates and technical support for the department’s hardware and software applications.

Network/System Administration and End-User Support

• Field incoming problem tickets from end users relative to application and software issues within servers, databases, and other mission-critical systems; resolve issues presented.
• Document pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances in which enhancements and defect resolution are required.
• Consult with users to identify current operating procedures and to clarify program objectives.
• Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications; troubleshoot application and software problems for internal users.
• Record, track, and document the problem-solving process and actions taken; analyze trends for ways to prevent future problems.
• Create, deploy and maintain feedback mechanisms for end users; analyze feedback results to recommend process improvements and implement changes.
• Communicate application issues to key stakeholders.

Information System Design and Projects

• Assist in the design, delivery and improvement of in-house software application programs.
• Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved.
• Maintain and enhance performance of new and existing software and applications.
• Identify and learn software applications used and supported by the organization.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on the departmental intranet.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes and anti-virus software.
• Create documentation to describe program development, logic, coding, and corrections.

Acquisition and Deployment

• Conduct research into software application products and services
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Participate in the design, development, and delivery of software applications training programs.
• Write manuals for Information Technology Division personnel that describe installation and operating procedures.
• Provide guidance and mentorship to junior members of the team.

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.

• Participate in a rotating, on-call schedule to respond during emergency situations; monitor departmental phone and email messages during regularly-scheduled off hours.
• Perform light physical work, including lifting and moving objects up to 10 pounds occasionally.
• Must pass a pre-employment drug test, MPD background investigation and Homeland Security clearance prior to an offer of employment.

1. Bachelor’s degree in computer science, information systems management, automated systems development or a closely related field from an accredited college or university.
2. One year of experience performing systems administration (i.e., configuring, operating, and supporting software, hardware, servers and workstations) in a Tier 2 information technology support environment.
3. Valid driver’s license at the time of appointment and throughout employment.

Equivalent combinations of education and experience may be considered. For example, a related Associate degree plus four years of experience as described under #2, above is considered equivalent.

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.

• Experience with enterprise applications support or development.

Technical

• Knowledge of relational databases and client-server concepts.
• Knowledge of and ability to effectively utilize enterprise and desktop applications, including Records Management System (RMS), Computer Aided Dispatch (CAD), and Microsoft Office.
• Knowledge of programming languages and techniques, including Visual Basic and C/C++.
• Knowledge of database fundamentals, including Structured Query Language (SQL), in order to work with large sets of data.
• Knowledge of Java application servers, such as WebSphere or Tomcat.
• Knowledge of trends in technology relating to software applications.
• Ability to apply troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to complete front end scripting capabilities (e.g., Velocity, JavaScript, or Java Server Pages (JSP)).
• Ability to use HTML and Cascading Style Sheets.
• Ability to conduct database queries with SQL Servers.
• Ability to develop and interpret technical documentation for training and end user procedures.
• Ability to log, prioritize, and complete all trouble tickets created and maintained throughout the problem resolution process.

Communication and Interpersonal

• Written communication skills to write clear and concise correspondence, documentation, job aids, and training materials.
• Verbal communication, presentation and training skills to explain information to both technical and non-technical staff.
• Ability to work effectively both independently and as part of a team.
• Customer service and active listening skills to interact with a diverse customer base, including sworn personnel, support staff, management, vendors and contractors.
• Ability to work cooperatively and effectively with people whose backgrounds may differ from one’s own.

Critical Thinking 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.
• Analytical, problem-solving, and decision-making skills; sound judgment.
• Ability to maintain confidentiality.

The current salary range (Pay Range 2GN) is $59,060-$74,974 annually, and the resident incentive salary range for City of Milwaukee residents is $60,832-$77,223 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

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

• Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Paid Parental Leave
• Health and Dental Insurance
• 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 leave
• 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 application 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 may 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 located in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

EEO = 203

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