Position Overview:

This on-site position is responsible for providing technical support to end users. This includes receiving,

prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Duties and Responsibilities:

The following are normal for the position but shall not be construed as exclusive or inclusive.

·         Field incoming help requests from end users via telephone, e-mail, and our IT support ticketing

system in a courteous manner; tracks and documents help desk requests.

·         Prioritize and schedule problem resolution. Escalate problems (when required) to the

appropriately experienced technician.

·         Troubleshoot and resolve computer-related operational issues such as user login issues; unlock

user accounts, reset user passwords, printing issues, etc.

·         Provide support for end user application throughout the city

·         Support the city’s ERP system with a variety of functions: setting up new users in the system,

control of user access, support billing and maintenance for various departments.

·         Set up and installation of new computers as needed.

·         Maintain the city’s phone system by changing names, setting up scripts for phone messages. 

Minimum Requirements:

•      Associate degree in Information Technology, Computer Science, or related field.

•      Valid Wisconsin driver license.

Preferred Requirements:

•      Three or more years of related experience.

•      Experience with Microsoft Server administration and desktop operating systems.

•      A+ CompTIA certification or equivalent.

•      Microsoft Office certification.

•      Strong interpersonal and communication skills; ability to explain procedures verbally and in

writing; strong customer service orientation.

•      Must be highly self-motivated and able to effectively prioritize and execute tasks with strong

attention to detail. 

The City of Wauwatosa reserves the right to utilize equivalencies where deemed appropriate with regard to education and experience requirements and may consider combinations of education and experience likely to lead to success with essential duties and responsibilities.

Leadership Competencies:

We hire people with strong technical skills and who embrace change and who are ready to help make

Wauwatosa a better, stronger community. All our employees are leaders. We place as much

emphasis on leadership as technical skills.

The following leadership competencies have been identified as essential qualities for success in this position:

•      Dedication to Service and Customer Focus

•      Enthusiasm and Positive Attitude

•      Team Player

•      Communication and Interpersonal Skills

•      Adaptable and Flexible 

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, twist and reach. The

employee is regularly required to use hands to finger, handle, or feel. The employee is also regularly

required to talk and hear, in person, in meetings and by telephone; interact with city management, other governmental officials, contractors, vendors and employees; read and interpret data, information and documents; analyze and solve problems. The employee is occasionally required to stand; walk and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. The employee must be able to safely lift and carry up to 50 pounds.

Work Environment:

 The noise level in the work environment is usually quiet. An employee in this class generally works in a

standard office environment.

 Disclaimer: The above information indicates the general nature and level of work to be performed by

employees in this classification. It is not designed to contain or to be interpreted as a comprehensive

inventory of all the duties and responsibilities required of employees assigned to this position

 Top Skills & Years of Experience:

 •      Associate degree in Information Technology, Computer Science, or related field.

•      Valid Wisconsin driver license.

•      1+ Years of experience with Microsoft Server administration and desktop operating systems.

Nice to Have:

•      Three or more years of related experience.

•      A+ CompTIA certification or equivalent.

•      Microsoft Office certification.

•      Strong interpersonal and communication skills; ability to explain procedures verbally and in

•      writing; strong customer service orientation.

•      Must be highly self-motivated and able to effectively prioritize and execute tasks with strong

attention to detail.