IT SUPPORT SPECIALIST-LEAD

Introduction

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 part of an inclusive team of public servants, please consider the following opportunity.

Purpose

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 IT (information technology) support.

Essential Functions

Technical

• Serve as a lead resource in one of three major areas:
  • desktop and mobile devices support;
  • Systems Center Configuration Manager (SCCM), backup and recovery; or
  • server and email support.

• 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.
• Assist in the management and administration of computer help desk operations, including the operation and support of the IT ticketing system.

Project Management

• Lead daily operation of one or more functional areas of the Information Services section to ensure optimum performance, availability and security while troubleshooting and resolving problems that occur.
• Evaluate proposed hardware and software purchases and configuration changes
• Maintain inventory and warranty records for all hardware, software and other peripherals and prepare documentation of systems.
• Manage large IT 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.

Conditions of Employment

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

Minimum Requirements

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. 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.
3. Criminal Justice Information Services (CJIS) certification within six months and throughout employment.

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.

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 before extending any job offers.

Knowledge, Skills, Abilities & Other Characteristics

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.
• Ability to maintain confidentiality.

Current Salary

The current salary range (Pay Range 2LN) is $88,055-$105,223 annually, and the resident incentive salary range for City of Milwaukee Residents is $90,696-$108,380 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

BENEFITS

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

• Wisconsin Retirement System (WRS) 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 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.

Selection Process

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.

Additional Information

• 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.

Conclusion

EEO=203

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

Location: Saint Francis, WI, US

Posted Date: 11/25/2024