IT SUPPORT SPECIALIST-SENIOR

The IT Support Specialist-Senior supports and manages the Milwaukee Water Works’ (MWW’s) computer infrastructure, specializing in either the information technology (IT) or operational technology (OT) network.

HARDWARE AND SOFTWARE IMPLEMENTATION AND UPGRADES

Both Positions:

• Upgrade servers, workstations, printers, wireless routers, and other network and communications equipment.
• Maintain detailed documentation of network maintenance, hardware and software inventories, personal computer images, and licensing.

Information Technology:

• Conduct computer network hardware and software implementation, system support, and patch application on the IT (Business side) network.

Operational Technology:

• Conduct computer network hardware and software implementation, system support, and patch application on the Supervisory Control and Data Acquisition (SCADA side) network.
• Support SCADA and related applications, including Rockwell FactoryTalk, Historian, and human-machine interface (HMI) software, Rockwell Claroty Intrusion Detection System (IDS) server suite, and Windows Remote Desktop Services.
• Support physical security applications, including the Computer Coordinated University Retrieval Entry (C•CURE) badge system, the PassagePoint visitor management system, and the exacqVision security camera system.
• Support cybersecurity and related applications, including ManageEngine's Log360.

HELP DESK OPERATIONS

Both Positions:

• Manage and participate in computer and network help desk operations for MWW.
• Conduct troubleshooting to resolve network problems, maintain network availability, and eliminate downtime that impacts users.
• Provide technical and user training, including producing written instructions, delivering training sessions, and providing one-on-one tutoring.

APPLICATIONS AND SYSTEM ADMINISTRATION

Both Positions:

• Perform user administration within Windows Active Directory and other applications; manage multi-factor authentication (MFA).
• Assist with defining standards and exceptions to network and user policies and procedures.
• Write and maintain system documentation.

Information Technology:

• Provide support for the City’s email system and Enterprise Resource Planning (ERP) system.

Operational Technology:

• Serve as a backup for supporting the City’s email system, current Financial Management Information System (FMIS) and Human Resources Management System (HRMS) (Oracle’s PeopleSoft), and future Enterprise Resource Planning (ERP) system (Workday).

RESEARCH AND PLANNING

Both Positions:

• Conduct research about new computer hardware and software.
• Recommend new and replacement purchases for budget planning.

Information Technology:

• Supervise IT Support Specialists, i.e., set priorities, direct work assignments, and provide training.

The IT Support Specialist-Senior must be willing and able to do the following:

• Participate in a rotating, on-call schedule to respond to emergency situations outside of regular business hours.
• Perform medium physical work, including lifting and moving objects up to 50 pounds occasionally, 20 pounds frequently, and 10 pounds continually.
• Travel to MWW field sites to transport equipment and perform work.
• Work an alternate work schedule to support installation and maintenance activities during non-peak hours.
• Work extended hours in order to meet departmental needs.

Required pre-employment tests include the following:

• Physical Exam with lift test
• Vision Test
• Audiogram

1. Bachelor’s degree in computer science, information technology, information systems management, mathematics, business, or a closely related field, with coursework in information systems and technologies, from an accredited college or university.
2. 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.
3. Valid driver’s license at time of appointment and throughout employment.

TECHNICAL

·       Information Technology: Knowledge of Microsoft Active Directory, including group policies and login scripts.

·       Operational Technology: Knowledge of SCADA, including control network protocols and application support.

·       Knowledge of computer operating systems (e.g., Microsoft Windows, Unix) and a broad range of application software including office suite software, Geographic Information Systems (GIS) software, database management programs, and spreadsheets.

·       Knowledge of Microsoft Deployment Toolkit (MDT), antivirus programs, corporate backup operations, TCP/IP protocol, and file transfer technologies.

·       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.

·       Ability to lead, monitor, and review the work of others.

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 people whose backgrounds may differ from one’s own.

·       Ability to work cooperatively with managers, staff, outside vendors, and consultants at various facilities.

·       Ability to interact in a polite, respectful manner, and be considerate of others’ work needs and personal space.

·       Ability to be diplomatic and tactful when dealing with others.

JUDGMENT AND RESPONSIBILITY

·       Organizational, project management, and record-keeping skills.

·       Ability to analyze information and recommend and implement effective solutions.

·       Ability to research and resolve complex problems.

·       Ability to manage multiple priorities and meet deadlines.

·       Ability to use sound judgment.

·       Ability to work well 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.

·       Honesty, integrity, and the ability to maintain confidentiality.

·       Ability to remain calm under pressure and during emergencies.

·       Ability to serve as an effective steward of City of Milwaukee resources.

The current salary range (Pay Range 2JN) is $75,624-$92,612 annually, and the current resident incentive salary range for City of Milwaukee residents is $77,893-$95,390 annually. 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:

·       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 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.

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.

·       Applications 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 located in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

EEO 203

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