IT Support Specialist

City of SunPrairie; Town of Sun Prairie (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

City of SunPrairie is seeking a professional IT support specialist to provide departmental and end-user support for software applications and hardware used in city operations. The role involves hands-on installation, configuration, and troubleshooting, plus training end users on application use.

The position requires an associate degree in computer science or related field (or equivalent) and 1–3 years of relevant experience. Knowledge of Windows, Microsoft 365/Intune, and iOS is preferred.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 1–3 years of relevant IT support experience is preferred.
• Experience with desktop OS and applications is desired.
• Familiarity with endpoint management and security concepts is a plus.

Responsibilities

• Installs and configures desktop OS and applications.
• Troubleshoots OS and app problems using internal guides or vendor support.
• Assists end users with OS and application usage.
• Installs, configures, and troubleshoots end-user hardware (PCs, monitors, peripherals, mobile devices).
• Identifies training needs and provides informal training when appropriate.
• Helps develop and implement procedures for city data processing operations.
• Documents system needs and improvements; makes software recommendations and installations.
• Provides onboarding information on basic internal network functions.
• Proposes process improvements to the department.

Skills

Direction/instruction

End-user support

Training delivery

Education

Associate degree in computer science or related field

Tools

Intune device management

Microsoft 365

Job description

This is a professional position that provides departmental and end user support on software applications and hardware used in the City operation. Responsible for assisting with installing, configuring, customizing, and troubleshooting all end user applications and computers. This position will be in-person and will be expected to be hands-on with the established job functions. Further, position will provide training to end users on the operation and use of applications. Compensation will be based on experience and qualifications.

An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

• Installs and configures desktop operating systems and applications.
• Troubleshoots desktop operating systems and application problems using internal guides and materials, or by contacting vendors.
• Assists end users with operating systems and applications.
• Installs, configures, and troubleshoots new and replacement end user hardware: computers, monitors, peripherals, and mobile phones.
• Assists in the identification of computer training needs, and shares those needs with the IT Director. 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 system’s needs, changes, and improvements. Makes recommendations regarding software selection and implementation and its installation and configuration.
• Provides basic internal network function information for new employees and assists in the onboarding process.

• Informs department of opportunities to improve departmental current processes and protocols.

Associate degree in computer science or related field, or an equivalent combination of education and experience. One to three years of relevant experience.

Knowledge of

• Network operating system and clients.
• Mobile phone operating systems: Apple iOS.
• Microsoft Windows operating systems.
• Microsoft 365 applications and Intune device management

Ability to

• Interact with end-users of varying skill levels and to provide appropriate training and assistance.
• Ability to document operations and procedures.

Skill in

• Providing direction/instruction both verbally and in written form.

• Performs basic network maintenance and troubleshooting in the absence of the Director.
• Responsible for minor purchases of software and other supplies and makes recommendations for larger purchases as part of the annual budget process.
• Attends professional seminars and meetings to improve working knowledge and skills.
• Reads technical journals and manuals to learn about new computer hardware and software technical journals and manuals to learn about new computer hardware and software.