IT SUPPORT SPECIALIST-SENIOR

Recruitment #2401-0193DC-001

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Introduction

**THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEE EMPLOYEES ONLY**

Purpose

As a member of the Information Services Support team, the IT Support Specialist-Senior assists the Information Services Manager and assigned IT Support Specialist-Lead in the maintenance, upgrade and technical support of the department's hardware and software applications. 

Essential Functions

Information System Design and Projects

  • Serve as a subject matter expert in hardware and software purchases, installation and configuration.
  • Oversee the maintenance of inventory and warranty records for all hardware, software and other peripherals; prepare and maintain documentation of information systems.
  • Manage small-to-medium information technology projects, including supervising individuals and organizations retained as project resources; implement or serve as a resource for the projects.
  • Develop training materials, train end-users, and manage system backups.
  • Provide guidance and mentorship to IT Support Specialists and Associates.

IT Infrastructure / System Administration and End-User Support

  • Monitor daily operation of the IT Infrastructure environment (i.e., servers, workstations and other peripherals) to ensure optimum performance, availability and security.
  • Identify, troubleshoot, and resolve problems with city-owned devices and system configurations.

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.

Conditions of Employment

  • 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.
  • Ability to obtain a Criminal Justice Information Services (CJIS) clearance.

Minimum Requirements

  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, business, or a related field, with coursework in information systems and information technologies, from an accredited college or university.
  3. Two 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 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.

Desirable Qualifications

  • Experience with enterprise applications support including human resource or financial management systems.  

Knowledge, Skills, Abilities & Other Characteristics

Technical

  • Knowledge of Microsoft Active Directory, including group policies and login scripts.
  • Knowledge of Microsoft Azure Entra ID.
  • Knowledge of Microsoft System Center Configuration Manager (SCCM).
  • Knowledge of Microsoft Intune and Autopilot.
  • Knowledge of storage, backup and recovery systems concepts.
  • Knowledge of upgrading, patching, imaging, and migrating Microsoft servers and workstations.
  • Knowledge of virtual server environments such as VMware.
  • Knowledge of enterprise and desktop applications, including IT ticketing systems and Microsoft Office.
  • Ability to use various methodologies and issue resolution techniques to problem-solve and troubleshoot application and hardware 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

  • Customer service skills to effectively assist various users across all levels of the organization.
  • Verbal communication, presentation, and training skills to clearly explain information to both technical and non-technical staff.
  • Customer service and active listening skills to work constructively with stakeholders.
  • Ability to work cooperatively and effectively with a diverse customer base whose backgrounds may differ from one’s own.

Judgment and Responsibility

  • Organizational, project management, and record-keeping skills.
  • Ability to work both independently and in a team-oriented, collaborative environment.
  • Ability to remain professional at all times.
  • Commitment to staying apprised of trends in information technology.
  • Ability to be diplomatic and tactful when dealing with customers.
  • Honesty, integrity and the ability to maintain confidentiality.
  • Ability to serve as an effective steward of City resources.

Current Salary

The current salary range (Pay Range 2JN) is $75,624-$92,612 annually, and the resident incentive salary range for City of Milwaukee residents is $77,893-$95,390 annually. Appointment will be made in accordance with the provisions of the Salary Ordinance.

Selection Process

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-Information Technology Management 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.

Additional Information

  • 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.

Conclusion

EEO = 203

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