IT SUPPORT SPECIALIST

Recruitment #2211-0192DC-001

Introduction

Purpose

Serving on the Milwaukee Public Library’s (MPL’s) Information Technology (IT) team, the IT Support Specialist troubleshoots, updates, and maintains computer equipment and performs warranty and maintenance repairs.

Essential Functions

IT Support

  • Solve routine hardware and software problems, advise users how to solve problems or use remote access software to correct workstation malfunctions.
  • Communicate MPL IT policies to internal customers.
  • Schedule delivery and installation of new or replacement IT equipment; assist with onsite installation and system imaging.
  • Assist the Library Network Manager and Network Analyst Senior with special network projects and upgrades in the field.
  • Maintain copies of documentation and route to staff to assist with training and problem resolution.
  • Schedule warranty repairs of computers, printers, and MPLIT equipment.
  • Assist with receiving, logging, tracking, and forwarding user issues and enhancement requests.
  • Assist with wireless network troubleshooting and maintenance.
  • Support the fleet of desktop computers, laptop computers, and other mobile devices for staff and patrons. 
  • Provide support for library security cameras, hardware, and software.
  • Provide maintenance and support for library automated material handlers, self-service kiosks, security gates, and other equipment.
  • Physically move and replace computers, monitors, printers, and other IT equipment.
  • Configure and maintain library digital signage hardware.
  • Collaborate with vendors for IT support and maintenance solutions.
  • Participate in continuing IT education.
  • Follow safe work procedures and accident prevention practices.
  • Assist with gathering systemwide equipment and wireless usage statistics and metrics.
  • Participate in systemwide teams, and assist with implementing long-range technology strategies.

Network Operations

  • Monitor network system backup reports and print queue operations.
  • Configure and maintain network switching hardware.

 

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

Please be advised that new employees are required to have received either both doses of the Moderna or Pfizer or one dose of the Johnson & Johnson vaccine prior to their employment start date or have an approved religious or medical accommodation prior to their employment start date. You can find further information relative to the City’s COVID-19 Vaccination Policy here.

  • The IT Support Specialist must be able to perform medium physical work, such as bending, crouching, and lifting and moving objects up to 10 pounds daily, up to 20 pounds frequently, and up to 50 pounds occasionally.
  • Use of a properly insured personal vehicle for us to travel to branch library locations for IT support.

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.    Associate degree in information technology, computer science, or closely related field from an accredited college or university.

3.    One year of experience performing network administration and/or applications support.

4. Valid Driver’s License at time of appointment and throughout employment and the use of a properly insured vehicle (automobile reimbursement provided).

Equivalent combinations of education and experience may be considered.

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

· CompTIA A+ Certification.

Knowledge, Skills, Abilities & Other Characteristics

Technical

  • Knowledge of computer hardware and software, networks, operating systems, peripherals, wireless PCs
  • and laptops, and standard computer applications, such as the Microsoft suite.
  • Knowledge of computer concepts such as security, cloud technologies, and data management.
  • Help desk skills, including the ability to logically analyze computer issues, perform troubleshooting, and make recommendations via phone, remote access software, and in person.
  • Ability to read and interpret work-related documents.

Interpersonal and Communication

  • Customer service skills, patience, and a commitment to helping end users with varying levels of technology experience to resolve issues.
  • Ability to work cooperatively, effectively, and fairly with supervisors, fellow staff, and the public in a large public library system, including people whose backgrounds may differ from one’s own.
  • Written communication skills to compose clear documentation and job aids.
  • Verbal communications skills to effectively share information with staff, patrons, and vendors

Organization and Judgment

  • Planning skills to accomplish work under deadline; flexibility to adjust priorities as needed.
  • Organizational skills in order to maintain accurate documentation.
  • Honesty, integrity, and responsible usage of organizational resources.
  • Ability to perform work in a safe manner and situational awareness.
  • Ability to maintain confidentiality.

Current Salary

The current salary range (PR 2EN) is $51,730-$64,695 annually, and the current resident incentive salary range for City of Milwaukee residents is $53,282-$66,636.

 

Appointment will be made in accordance with the provisions of the salary ordinance. 

 

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 leaves

· 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 related education, experience and accomplishments, an evaluation of written communication, interviews and/or other assessment methods.  The Department of Employee Relations and the Milwaukee Public Library 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 https://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

Conclusion

EEO 203

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