Description
We have one vacancy for a Support Specialist I, OR II. The level at which someone is hired into is based on the qualifications of the selected candidate.
Information Specialist I pay range: up to $75,920.00 annually
Information Specialist II pay range: up to $81,494.40 annually
About the Role
We are seeking a talented and motivated professional to join our Information Technology Department in a full-time capacity. The ideal candidate is a proactive problem-solver who excels both independently and in collaborative environments. This role is instrumental in delivering timely, high-quality support to users, contributing to process improvements, and developing clear, user-focused support resources. Success in this position requires a strong blend of technical expertise, creativity, and communication skills to effectively serve and empower all end users.
About the Rewards
We offer a comprehensive and competitive benefits package designed to support your well-being and professional growth. Benefits include participation in the Wisconsin Retirement System, no-deductible health plans, dental and vision coverage, life and disability insurance, paid parental leave, a bilingual incentive, and eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program.
Beyond traditional benefits, we invest in your continued development with professional growth opportunities, potential telework flexibility after the initial onboarding period, and access to an onsite fitness center to support your overall wellness.
Occasional evening and weekend hours may be required to meet the needs of the City. This position is part of a 24/7 on-call rotation and must be able to respond within forty (40) minutes.Employment is contingent upon successful completion of a full criminal background investigation, including fingerprint-based screening.
Responsibilities
Information Specialist I Responsibilities:
- Installs, configures, supports, troubleshoots, repairs, and maintains desktop, laptop, mobile, and handheld computers, including hardware, operating systems, peripherals, and applications in city facilities and vehicles.
- Assists end users with operating systems and applications.
- Assists in the identification of computer training needs. Assists in the coordination of computer training classes. Provides informal training when appropriate.
- Assists in the development and implementation of procedures and policies for all City data processing operations.
- Assists computer users in identifying and documenting systems needs, changes, and improvements. Makes recommendations regarding software selection and implementation and its installation and configuration.
- Develops and maintains technical support documentation, including customer-facing training and instruction documentation.
- Maintain telephone, network and software user accounts, including user moves, adds and changes.
- Perform data migration when computers are replaced.
- Use desktop management & application packaging software to manage desktop computers and distribute applications.
Information Specialist II Responsibilities:
- Installs, configures, supports, troubleshoots, repairs, and maintains desktop, laptop, mobile, and handheld computers, including hardware, operating systems, peripherals, and applications across City facilities and vehicles; independently resolves complex technical issues and escalates only the most advanced problems as needed.
- Provides advanced technical support to end users for operating systems and applications, diagnosing and resolving issues with minimal supervision.
- Identifies computer training needs and coordinates training initiatives; develops and delivers both formal and informal end-user training to improve system adoption and efficiency.
- Develops, recommends, and implements procedures and policies for City data processing operations, ensuring alignment with organizational standards and best practices.
- Collaborates with users and departments to identify, document, and analyze system needs, changes, and improvements; evaluates software solutions for feasibility, compatibility, and impact; leads or supports implementation, installation, and configuration efforts.
- Designs, implements, and supports identity and access management (IAM) solutions; configures and integrates single sign-on (SSO) for enterprise applications.
- Implements and administers multi-factor authentication (MFA) and Conditional Access policies to enforce secure access controls and support Zero Trust security principles.
- Participates in and may lead small to mid-sized IT projects, including planning, coordination, implementation, and post-deployment support.
- Assists in the design, configuration, and maintenance of virtual server environments, ensuring alignment with organizational standards and performance requirements.
- Supports IT security and compliance efforts by assisting with audits, implementing security controls, and ensuring adherence to established policies, standards, and regulatory requirements.
- Develops, maintains, and enhances technical support documentation, including internal knowledge base articles and customer-facing training materials.
- Administers telephone, network, and software user accounts, including provisioning, deprovisioning, and access modifications, ensuring adherence to security and access control policies.
Minimum Qualifications
Information Specialist I Requirements:
- Associate's degree in computer science or related field preferred.
- Two (2) years experience in the area of desktop computer hardware and software support.
- Other combinations of education, training and/or experience which can be demonstrated to result in the possession of the knowledge, skills, and abilities necessary to perform the duties of this position will also be considered.
- Valid Wisconsin Driver's license required during the course of employment.
- Must be State of Wisconsin TIME system certified within 6 months of employment.
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. Equivalent work experience may be substituted for degree requirement.
- Four (4) years of progressively responsible experience in desktop hardware and software support required.
- Two (2) years of experience in Identity and Access Management (IAM) required.
- Two (2) years of experience in Mobile Device Management (MDM) required.
- Valid Wisconsin Driver's license required during the course of employment.
- Must be State of Wisconsin TIME system certified within 6 months of employment.
Special Requirements
Necessary Knowledge Skills and Abilities:
Please see the job description for a full list and complete job description:In evaluating candidates for this position, the City may consider a combination of education, training, and experience which provides the necessary knowledge, skills and abilities to perform the essential duties of this position.
Your unique experiences matter to us, even if they don’t align perfectly with every requirement listed. We recognize that skills come from diverse paths, and we value what makes your journey special. If this role inspires you, we encourage you to apply!Supplemental Information:
Tools and Equipment Used:
Personal computers; mobile phone and tablet devices; phone; copy machine; fax machine; productivity software including the Microsoft Office Suite; network troubleshooting tools;
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to travel to locations throughout the City to inspect, install, and maintain desktop applications. Must occasionally climb ladders or crouch under desks. Frequently lifts and moves equipment weighing 25 pounds and occasionally up to 75 pounds.