IT SUPPORT ASSOCIATE

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

The IT Support Associate staffs the IT Help Desk, a single point of contact and first line technical support and resolution for all Milwaukee Public Library (MPL) computer system users’ IT issues and questions.

IT Help Desk Operations:

• Intake, document, and resolve reported problems, issues, and equipment requests.
• Provide detailed problem solving, application support, maintenance, testing, and development of user documentation and procedures.
• Guide routine PC hardware set-up, repair, and maintenance.
• Research and apply software solutions, updates, and new installations.
• Schedule delivery, installation, and repair of IT equipment.

IT Support & Operations:

• Proactively send user updates regarding applications and IT policies.
• Generate record keeping, statistics, and reports, including data reporting on Help Desk ticketing system.
• Create, coordinate, and facilitate basic user training sessions and documents.
• Coordinate orders, receipts, and payments for purchases of small technology components and software for Help Desk ticket resolution and systems support.
• Assist in the planning and implementation of departmental process and technology strategies.
• Participate in IT educational opportunities for professional growth.

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.

• Must be able to perform medium physical work, exerting up to 50 lbs. of force occasionally and lifting and moving objects weighing 10 lbs. frequently.
• Must be able to perform physical activities in the work environment that require agility, including ascending or descending ladders, walking and standing and crawling, crouching, stooping, kneeling, reaching, balancing, pushing and pulling.  

1.   Regular status as a 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.    Associate degree in computer science, information systems management, automated systems development.    

OR

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

OR

      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.

3.  A valid Driver’s license and good driving record at the time of appointment.

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.

• A+ certification

Technical

• Proficient IT technical skills to effectively implement help desk support solutions.
• Demonstrated analytical ability to develop solutions to IT problems and recommend actions designed to prevent recurring issues.
• Knowledge of and ability to effectively use computer software, file management and other IT systems.
• Ability to work with a variety of computer systems.
• Ability to read, interpret, and understand work-related documents.

Communication and Interpersonal

• Strong customer service orientation.
• Strong collaboration skills.
• Ability to work effectively with diverse customers of various cultural, educational, and economic backgrounds, ages, and literacy levels.
• Written communication skills, including the ability to accurately and consistently record information.
• Verbal communication skills to effectively convey information to residents, staff, city officials and outside agencies.
• Ability to document work procedures.
• Ability to explain work procedures to others.
• Ability to clearly communicate technical information in an understandable way to both technical and non-technical staff.

Judgment and Responsibility

• Ability to prioritize demands.
• High degree of initiative.
• Ability to follow directions, both written and verbal.
• Work under minimal supervision while demonstrating good judgment, requesting assistance as appropriate.
• Ability to work both independently and in a team-oriented, collaborative environment.
• Honesty, integrity, and the ability to maintain confidentiality.

The starting salary (PG 5IN) $59,684- $72,025 annually, and the resident incentive starting salary for City of Milwaukee residents is $61,475- $74,186 annually. Appointment will be made in accordance with the 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; written tests; interviews; or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to performance tests or structured interviews. Information from the selection process will be used to make a hiring decision. Selected candidates will be transferred and/or promoted to the position.

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.
• 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.