Salary: The salary range for this non-exempt position is $19.95 to $27.36 hourly. Appointment above the minimum is possible based on qualifications and experience subject to approval.
West Allis Resident Incentive Pay: An employee who resides within the City of West Allis shall be granted an additional 2% on top of the established pay for their position.
The PC Technician is tasked with providing end user IT support for the City of West Allis. Working in a team environment, the PC Technician is assigned tickets by a supervisor and completes the necessary tasks to resolve the ticket to the satisfaction of the end user. Building positive relationships with the IT staff and the end users is an important aspect of this position.
Provides help desk services by phone and/or email to all City staff. This includes software, hardware, network access and user configuration. Provides these services across a multitude of locations, including the Library, Health Center, Senior Center, City Hall, Police Department, Fire Administration and three fire houses. Checks for Windows updates to ensure all networked workstations are up to date with software patches. Helps maintain the City inventory of hardware and software, including software license documentation. Assist in creating and maintaining help documents for both IT staff and City users. Assist the PC Network Specialist and Digital Services Supervisor to help maintain the City's network and solve network issues. Acts as the role of administrator for various systems like the Keri Door Lock system. Work with vendors to handle operational issues as it pertains to managed services agreements (i.e. Impact Solutions). Helps maintain the City-wide camera network. Provide new user training. Help set up new mobile devices like iPhones and iPads. PC Technicians are available for after-hours support as needed.
This position requires the ability to travel to various work sites/locations and work a flexible schedule, including hours outside of the normal work schedule, in a variety of settings.
The PC Technician must possess the emotional intelligence, work ethic, accountability, and initiative to effectively perform the duties of this position.
Education, Training and Experience:
High school diploma or GED equivalent. Graduation from an accredited college or university with an Associate's degree in information systems, computer science, business or a closely related field OR experience in computer programming, system maintenance and operation may be substituted for the college education on a year-for-year basis.
Minimum two years of providing end-user phone support for current PC desktop and application software OR one year experience installing, upgrading, troubleshooting and repairing personal computers in a networked environment.
Advanced technical knowledge of Windows 7 or Windows 10 operating systems. Microsoft Office software and how they integrate to other applications, and the installation and maintenance of desktop applications.
Must have a technical aptitude and experience working in an end-user or customer support role and have the ability to resolve support requests with minimal direction and the ability to resolve problems desk side or remotely as required for a large enterprise.
Excellent support skills for portable devices (i.e. iPhone, iPad, Android).
Experience with installation, support and troubleshooting of PC hardware and peripheral devices (scanners, printers, etc.).
Experience with the following preferred: Spiceworks, or a similar help desk ticketing system, Deepfreeze Enterprise, MCFLS, Sierra, Granicus Legistar, MarketDrive, SVRS, H.T.E, GCS Property and Tax Collection, VNC, Printers/Print server, Remote Desktop, Microsoft Administration Tools and Audio/Visual equipment.
Licenses and Certifications:
Possession of valid WI Driver's license and acceptable driving record per City Policy.
Completion of National Incident Management System (NIMS) training, ICS-100 and Independent Study-700, within 6 months of appointment.
Knowledge, Skills and Abilities:
Familiarity with providing support for an organization which operates outside of regular business hours; skill in listening, critical thinking, problem analysis and problem-solving; written/verbal communication skills; ability to tailor the message, context and mode of communication to the audience; ability to multi-task in a fast-paced environment and self-identify organizational, departmental, and individual priorities; ability to quickly adapt and learn specialized software systems and databases; ability to work autonomously, in team/collaborative environments and cross-functionally with other departments/divisions; ability to establish and maintain effective working relationships with a diverse population of people with varied academic, cultural, and socio-economic backgrounds using tact, diplomacy and courtesy, including, but not limited to, supervisors, coworkers and the public; skill in monitoring one's own work to ensure quality, accuracy and thoroughness; sound judgment in recognizing scope of authority; ability to think strategically, commit to innovation and continuous process improvement, and work collaboratively within the organization to advance the City's vision and strategic plan; demonstrated ability to promote innovation, operational excellence and continuous improvement; ability to foster an environment that embraces trust and respect.
Physical Job Demands:
Possess the physical capacity to perform the duties of the position including but not limited to, frequent sitting, standing, and walking; occasional lifting/carrying up to 40 lbs.; frequent stretching/reaching of arms; frequent arching of neck; occasional pushing or pulling of objects or materials up to 40 lbs.; ability to continuously focus for long periods of time on projects or while working on a computer; and the ability to occasionally bend, squat, kneel, crouch, twist, stoop, etc.
Method of Selection & Supplemental Information
The first step in the selection process will be a review and evaluation of applications to identify those candidates who appear better qualified in terms of academic preparation, training, experience, and achievements as these relate to the duties and requirements of the position. To facilitate a fair and accurate evaluation, applicants are encouraged to include in or with their applications, clear and specific details about their qualifications. A representative number of applicants deemed better qualified in terms of the requirements of the position will be further evaluated and rated in an oral examination designed to assess knowledgeability and personal suitability.
Honorably discharged war veterans who receive an overall qualifying rating will be awarded special credit points upon presentation of proper proof (Form DD-214) of military duty. This applies to open recruitment candidates only.
POST-OFFER DRUG TEST: Persons offered employment must pass a post-offer drug test as a condition of employment.
TRAINING (PROBATIONARY) PERIOD:
The City of West Allis is an at-will employer. All appointments are subject to a training (probationary) period of six (6) months; however, employment may be terminated at any time for any reason.