IT Support Technician at City of Janesville Wisconsin – Janesville, Wisconsin

CITY OF JANESVILLE DIVERSITY STATEMENT:

The residents of Janesville choose this community, not just as a place to live, but as a place to realize life’s opportunities. We strive to sustain a community culture where differences are recognized, understood, and appreciated. As such, the City of Janesville recognizes the importance of developing an environment where diversity is not merely accepted but embraced and celebrated. As public servants, we believe everyone has the right to be treated with dignity and respect. To this end, we will diligently recruit and retain the most talented employees in an environment that fosters maximizing one’s potential. Therefore, we encourage individuals from all backgrounds, perspectives, and experiences to consider employment with the City of Janesville and serve the residents of “Wisconsin’s Park Place”.

OBJECTIVE:
Under the general direction of the Information Technology Director, this position is responsible for skilled technical and professional work in maintaining the City’s computer infrastructure and the user’s knowledge towards effective use of technology in meeting the City’s objectives.

RELATIONSHIPS:
Reports to: Information Technology Director.

Has regular work contact with elected and appointed City officials, City Department, Division, and Office Heads, City employees, contractors, consultants, vendors, and the general public.

Supervises: None.

1. Provides helpdesk support, including troubleshooting PC’s, Mobile Data Terminals, tablets, and end user application problems.
2. Provides troubleshooting of mobility VPN connections.
3. Performs repair of computer equipment, including replacing, patching, and testing computer equipment.
4. Performs initial setup of computer software/hardware; installs, configures, upgrades, and tests computer equipment to be (re)deployed.
5. Provides end user consultation; develops training materials for end users and conducts training as necessary; recommends and coordinates end user training programs for City-wide hardware and software; conducts specific in-house training classes for City staff as needed.
6. Acts as an advocate for City departments/divisions/offices as they interact with the IT staff in determining computer-related solutions to business problems.
7. Supports and reinforces compliance to IT and City standards and policies regarding computer usage and security.
8. Identifies areas for improvement; implements and maintains new or improved services to meet changing technical and customer requirements.
9. Procures and inventories PC’s, printers, peripherals, and related parts and supplies; assists with gathering and estimating costs for planning and budget purposes when needed.
10. Maintains documentation for related configurations, IT processes, and standards.
11. Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices.
12. Performs other special projects and other job duties as assigned or required during regular and non-business hours.
13. All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities that are outside the scope of their work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated.

MINIMUM EDUCATION AND PRIOR EXPERIENCE

The requirements listed below are necessary to perform the essential duties of the position.

1. Graduation from an accredited college or university with an associate degree in computer science or related field or certification from equivalent technical school is required.
2. A minimum of two (2) years of related technical support experience is required
3. Access to personal or public transportation for job-related duties is required.

1. Thorough knowledge of installation and maintenance of PC’s, printers, servers, peripherals, and related equipment and software, network and internet connectivity (ethernet wiring and cabling), modems, and Wi-Fi.
2. Thorough knowledge in systems administration of Microsoft operating systems.
3. General knowledge of the principles and practices of modern electronic data processing and management information systems.
4. Working knowledge of the requirements of information storage, retention, and disclosure statutes.
5. Working knowledge of the Internet and web accessibility.

1. Organizational and time management skills to prioritize duties and accomplish a high volume of work product while adapting to constant changes in priority.
2. Exceptional communication skills, both verbally and in writing, paired with a strong customer service background, and effective interpersonal skills.
3. Collaboration skills to effectively work with others to achieve common goals through communication, teamwork, and problem-solving.
4. Strong research and analytical skills, including the ability to analyze quantitative and qualitative data, evaluate, and articulate recommendations with a strong focus on the best outcome for the community.
5. Project management skills to guide, manage, and direct projects in alignment with the City’s strategic plan.
6. Critical thinking skills to effectively analyze situations and solve complex or technical problems in a timely manner.
7. Accurate record-keeping and data-reporting skills to prepare and present technical reports.
8. Advanced level of technical proficiency skills, including computer applications and software such as Microsoft Office and Adobe Acrobat.

1. Ability to install, configure, operate, maintain, upgrade, test, and troubleshoot personal computers.
2. Ability to communicate technical information in a manner that is understood by non-technical individuals.
3. Ability to compose routine correspondence and routine reports in a clear, concise, logical, and effective manner, utilizing proper grammar, spelling, punctuation, sentence structure, and tone.
4. Ability to perform basic mathematical calculations, including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and to compute percentages.
5. Ability to make decisions according to applicable laws, regulations, established procedures, and the directives of the City Manager and City Council.
6. Ability to interpret a variety of technical instructions and deal with abstract and concrete variables.
7. Ability to receive, manage, and complete confidential submissions, records, reports, and data with the utmost honesty, integrity, and confidentiality.
8. Ability to stay abreast of current IT trends, techniques, principles, and accepted practices.
9. Ability to assess gaps between user knowledge and deployed technology capabilities in determining training requirement.
10. Ability to maintain strict confidentiality and discretion within the provisions of open records laws, and other applicable state and federal statutes and regulations.
11. Ability to solve problems independently, work with minimal supervision, and within the boundaries of responsibility.
12. Ability to work under pressure in a fast-paced environment with fluid priorities, frequent interruptions, and multiple, sometimes competing work assignments.
13. Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to supervisor.

1. Establish and maintain effective working relationships with elected and appointed City officials, City Department, Division, and Office Heads, City employees, contractors, consultants, vendors, and the general public.
2. Exhibit exceptional professionalism, tact, and decorum in all areas of work duties.
3. Strong ethics base built upon integrity, honesty, initiative, and respect; maintain strict confidentiality.
4. Interact positively with a diverse group of individuals and work effectively both as part of a team and independently.
5. Embrace and actively promote an inclusive and equitable work environment.
6. Conduct all business and working relationships in an accurate, fair, equitable and highly ethical manner.
7. Work with the public in a fair and consistent manner, maintaining objectivity and excluding personal bias while performing job duties
8. Reliable, timely, and proactive in the completion of duties, meeting deadlines and responding to inquiries.
9. Work with others in a positive and supportive manner to solve problems, generate ideas, and accomplish division and City goals.

EQUIPMENT, INSTRUMENTS, OR MACHINES:
Machinery and equipment including personal computers, computer software including word processing and spreadsheet applications, network servers, printers, LAN hardware, and other standardized and specialized office equipment, telephones, fax machines, printers, copiers, and scanners. Other equipment includes computer repair/maintenance hand tools, hubs, routers, Mobile Data Terminals, cables, terminal server, switches, and modems.

WORKING CONDITIONS AND PHYSICAL FACTORS:
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.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this job, the employee regularly works in an office environment. The employee is occasionally exposed to extreme heat and/or cold, and wet and/or humid conditions. This position occasionally walks, stands, stoops, kneels, crouches, crawls and exerts up to 50 pounds of force by lifting, carrying, pushing, pulling, or otherwise moving objects. The employee is frequently required to see/observe, talk/speak and listen/hear; use their hands to finger, handle, feel or operate objects and equipment; repetitive arm, wrist, hand and eye movements are included. There is frequent twisting, reaching, wrist turning and grasping. Computer related duties require manual dexterity for keyboard usage and the ability to move and lift computer and other equipment in conjunction with normal installation and maintenance activities. Tasks may involve extended periods of time at a keyboard or work station.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Hand-eye coordination is necessary to operate computers and various pieces of equipment. Employee is required to use cognitive ability to reason, analyze and verbalize thoughts and ideas. Requires the ability to recognize and identify similarities or differences between characteristics of colors, shapes and sounds associated with job-related objects, materials or tasks. The working conditions in the office are comfortable. The noise level is generally quiet in the office.

A regular, Monday – Friday, 40-hour work schedule is required for this position. Attendance at night meetings and special events may be required.

Remote work opportunities may be considered for this position.

For purposes of drug and alcohol testing, this position is not classified as safety-sensitive.

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position, or is responsive to the needs of the City of Janesville.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

The City of Janesville, Wisconsin, is an Equal Employment Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.