Helpdesk Specialist II
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Job Location:
Milwaukee, WI - USA
Yearly Salary:
$ 65556 - 76095
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Introduction
The City of Milwaukee is proud to employ a diverse workforcededicated to delivering exceptional service to its residents. If you arepassionate about being a part of an inclusive team of public servants pleaseconsider the following opportunity.
Help Desk Specialist IIs may be assigned to 1st 2nd or3rdshift depending upon the needs of the department.
Purpose
The Help Desk Specialist II is part of a team that provides24/7/365 help desk coverage by logging tracking and resolving informationtechnology issues for MPD users.
Essential Functions
APPLICATION SUPPORT
- Complete track and resolve requests for technology assistance received by the help desk.
- Provide detailed problem-solving and application support.
- Monitor vendor application for relevant information related to problem resolution and troubleshooting procedures.
- Ensure proper escalation of trouble calls to maintenance providers and internal MPD personnel.
- Perform routine PC hardware set-up repair and maintenance.
- Use the Internet to research and apply software trouble fixes updates and new installations.
- Communicate and work closely with MPD network system users regarding follow-up on trouble calls issues and concerns.
- Travel to various sites throughout the City to troubleshoot issues that cannot be resolved over the phone or remote connection.
- Manage electronic communications such as email.
DOCUMENTATION
- Monitor and coordinate system documentation.
- Maintain assist test and develop online user help procedures.
- Produce analytical training and informational reports for MPD users and Information Technology Division management staff.
Conditions of Employment
MPD Help Desk coverage is provided 24/7/365; therefore HelpDesk Specialist IIs may be assigned to 1st 2nd or 3rd shift depending uponthe needs of the department.
Help Desk Specialist IIs mustbe able to do thefollowing:
- Work beyond regular work hours occasionally including evenings weekends and holidays to meet the needs of the MPD.
- Perform medium physical work including moving computer equipment weighing up to 50 pounds with assistance as well as exerting up to 20 pounds of force frequently and up to 10 pounds of force constantly to move objects.
- Use a computer for several hours at a time.
- Travel to various sites throughout the City as departmental needs dictate.
NOTE:Candidates must pass an MPD background investigation before being hired. Perthe Criminal Justice Information Services (CJIS) security policy yourapplication will be rejected if you have been convicted of a felony.
Minimum Requirements
- Associate degree in computer science or a closely related field from an accredited college or technical school.
- One year of experience performing extensive technical computer work interacting with computer users diagnosing and solving user problems and/or performing duties related to the essential functions listed above.
- Valid drivers license at time of appointment and throughout employment.
Equivalent combinations of education and experience may alsobe considered.
Notice: Please do not attach your academic transcripts toyour employment application. The hiring department will verify candidateseducation as part of the background screening process prior to extending a joboffer.
Desirable Qualifications
- A certification.
Knowledge Skills Abilities & Other Characteristics
TECHNICAL
- Knowledge of and proficiency in using computer applications such as word processing spreadsheet presentation and database software as well as Internet search tools.
- Knowledge of and ability to provide desktop support for Microsoft operating systems and office applications.
- Knowledge of help desk support techniques such as installing and configuring printers and pinging computers and equipment to check for network connections.
- Knowledge of Internet Protocol (IP) address setup and identification processes.
- Skill in using Windows 10/11 platforms.
- Skill in analyzing and solving computer problems.
- Ability to research topics relating to help desk support using the Internet and written documentation.
- Ability to read and interpret job-related documents and follow technical instructions.
COMMUNICATION AND INTERPERSONAL
- Written communication skills to prepare clear procedures reports and correspondence.
- Customer service and verbal communication skills essential to providing clear patient and professional assistance to non-technical end-users.
- Ability to work cooperatively in a team-oriented collaborative environment with people whose backgrounds may differ from ones own.
PROFESSIONALISM
- Skill in organizing prioritizing and accomplishing work within assignment deadlines.
- Ability to work well independently.
- Honesty integrity and the ability to safeguard City resources.
- Ability to maintain confidentiality.
Current Salary
The current salary range (Pay Range 3RN) is $63647-$73879annually and the resident incentive salary range for City of Milwaukeeresidents is $65556-$76095 annually.Appointment above the minimum ispossible based upon level of experience and other qualifications and is subjectto approval.
BENEFITS
The City of Milwaukee provides a comprehensive benefitprogram that includes the following:
- Wisconsin Retirement Systems (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
THE SELECTION PROCESSwill be job-related and willconsist of one or more of the following: an evaluation of educationexperience and/or responses to supplemental questions a written orperformance test a structured interview or other assessment methods. TheDepartment of Employee Relations reserves the right to call only the mostqualified candidates to structured interviews and performance interviews may include written exercises. Selection processcomponent weights will be determined by further analysis of the job.
INITIAL FILING DATE- The selection process will beheld as soon as practical after the deadline listed above. Receipt ofapplications may be discontinued at any time after this date without priornotice. However recruitment may continue until the Citys needs have been applicants will be notified of the date time and place of theselection process components. Unless otherwise required by law the City ofMilwaukee will not provide alternative selection process dates or times. Theapplicant is responsible for attending all phases of the job selection processat the time and place designated by the City of Milwaukee.
Additional Information
- Applications and further information can be accessed by visiting you would like assistance completing an application please contact the Department of Employee Relations at or
- The Department of Employee Relations is in City Hall 200 E Wells St Room 706 Milwaukee WI 53202.
Conclusion
EEO Code 302
The City of Milwaukee values and encourages diversity and isan equal opportunity employer.
Required Experience:
Unclear Seniority
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
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