IT SUPPORT SPECIALIST-SENIOR (EXEMPT)

THIS POSITION IS EXEMPT FROM CIVIL SERVICE

What Milwaukee can offer YOU

Introduction

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big-city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed old world charm with a breathtaking Art Museum, top-flight arts and cultural attractions, professional sports, lakefront festivals, recreational opportunities and great restaurants.  

The City of Milwaukee offers a collaborative, positive work environment where each employee contributes to making the city the best place possible to live and work.  The City offers a comprehensive benefits package, including a top rated pension plan, health and dental benefits, paid time off including vacation, 11 holidays and sick leave accrual, and much more.

Under the general direction of the Applications Manager, the IT Support Specialist Sr. delivers support to end users for various types of software programs. The IT Support Specialist-Senior reviews, analyzes, and modifies programming systems, including encoding, testing, and debugging, to support the organization’s application systems.

• Create and deploy feedback mechanisms for end users.
• Analyze feedback results to make recommendations for support process improvement; implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Field incoming problem tickets from end users to resolve or assist in resolving application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes including installing and upgrading software and configuring systems and applications.
• Record, track, and document the problem-solving process, and actions taken.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Participate in the design, development, and delivery of software applications training programs with the Training Academy and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company software, and so on.
• Apply diagnostic utilities to aid in troubleshooting applications.
• Manage and/or provide guidance to junior members of the team.

Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008

 

• Ability to lift and carry up to 10 pounds of equipment.
• Employees are subject to working overtime to meet deadlines and emergency calls on a rotating basis.

1. Bachelor’s degree from an accredited college or university in computer science, information systems, information technology, business administration or a closely related field.
2. Two years of professional systems analysis experience, preferably involving enterprise application support and/or development.

Equivalent combinations of education and professional experience will be considered.

       3.    Valid Wisconsin Driver’s License at the time of appointment and throughout employment.

IMPORTANT NOTE: College transcripts are required and must be received by the application period closing date. Transcripts should be attached to your online application. Applications without transcripts attached will be considered incomplete and will be rejected. Student/unofficial copies are acceptable; however, your transcript must be legible and include your college/university name, your name, the degree completed (if applicable) and the date completed.

• Knowledge of and experience with 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 SQL and working with large sets of data.
• Knowledge of Java application servers like WebSphere or Tomcat.
• Knowledge of trends in technology relating to software applications. Ability to use HTML and Cascading Style Sheets.
• Ability to apply troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to develop and interpret technical documentation for training and end user procedures.
• Ability to think critically and analytically to problem-solve, make decisions.
• Ability to use sound judgment.
• Ability to read and interpret technical and legal documents.
• Ability to write clear and concise instructions and correspondence communications.
• Ability to clearly communicate technical information in an understandable way to both technical and non-technical staff.
• Ability to interact with a diverse customer base including support staff, management, vendors and contractors.
• Ability to use standard computer software and programs such as word processing, spreadsheet, database, and the Internet.
• Ability to operate a computer keyboard, mouse and other computer components. Self-directed and able to work in a collaborative environment.

The current salary range (Pay Range 2GN) for City of Milwaukee residents is $56,767-$72,063 annually, and the non-resident salary range is $55,374-$70,295. 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
• 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
• 11 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit http://city.milwaukee.gov/Benefits2017.

 

THE SELECTION PROCESS will be job related and will consist of one or more of the following: education and experience evaluation; written, oral, or performance tests, or other assessment methods. The Milwaukee Police Department reserves the right to call only the most qualified candidates to an interview. Information from the selection process will be used to make a hiring decision.

INITIAL FILING DATE - The examination will be held as soon as practical after Friday, October 27, 2017. 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 examination. Unless otherwise required by law, the City of Milwaukee will not provide alternative test administration. 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, http://city.milwaukee.gov/jobs.
• 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 at City Hall, 200 E. Wells St., Room 706, Milwaukee, WI 53202

EEO 204

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