Senior Support Technician

The City of La Crosse is seeking to hire a full-time Senior Support Technician to become an essential member of the Information Technology team. The City of La Crosse Department of Information Technology is responsible for driving citywide adoption and use of technology and delivering reliable and efficient information technology services to the city. This includes core services which support the operations of every other department in the city. This position will work with a passionate team to provide world class support to internal city staff and will be the face of the department. This is a new additional position being added to the department.

The purpose of this position is to maintain computers within and out of the City Network including hardware and software set-up and testing, installing end user applications, and assisting the end-user with problem resolution including those of a more complex nature. The incumbent will be the public face of the IT Department to other City departments and will be expected to perform their work in a professional, courteous, and respectful manner. The work is performed under the direction of the IT Helpdesk Manager as well as the Director of Information Technology. Annual salary for this exempt position is $61,963.20.

Requirements: bachelor’s degree in information systems/MIS or related field with a minimum of three years of experience as a Support Technician or Help Desk, associate degree in information systems/MIS or related field with a minimum of five years of experience as a Support Technician or Help Desk; or any combination of education and experience that provides equivalent knowledge, skills, and ability. Working knowledge of the Windows Operating System. Familiarity with the Microsoft Office Suite. Position requires a valid driver’s license.   Must be able to pass an FBI background check.

Benefits: The City of La Crosse offers a comprehensive benefit package including medical benefit plans, Wisconsin Retirement Plan, deferred compensation, Roth IRA, life insurance, income continuation insurance, voluntary dental and vision plans, paid holidays, vacations and sick leave. Benefit perks: traditional or high deductible (with HSA) medical plan options available, participation in the Wisconsin Retirement System with a 6.95% employer contribution, 10 paid holidays, ability to earn up to 12 sick days per year and vacation time available as of date of hire. 

Selected candidate is subject to a background check and post-offer/pre-employment drug screen. Applications accepted until March 23, 2025. To be considered, submit an employment application by visiting the City of La Crosse website and clicking on City Services, then clicking Career Opportunities or by visiting https://www.governmentjobs.com/careers/lacrossewi.

Purpose of Position:

The purpose of this position is to maintain computers within and out of the City Network including hardware and software set-up and testing, installing end user applications, and assisting the end-user with problem resolution including those of a more complex nature.  The incumbent will be the public face of the IT Department to other City departments, and will be expected to perform their work in a professional, courteous and respectful manner at all times.  The work is performed under the supervision of the IT Helpdesk Manager.

Essential Duties and Responsibilities:

The following duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.

Support Technician General Duties and Responsibilities:

Installs and maintains end user information technology hardware and software for the City of La Crosse.

Working knowledge of imaging and configuring multiple platforms

Provides Level II help desk services to end users.

Tests new hardware/software solutions.

Basic networking support under the direction of the Deputy Director of Information Technology.   Installs network cabling, terminates cables and performs other activities involved in supporting the city’s network cabling plant.

Installs and maintains end user applications, including special applications used by the City.

Monitors systems and client computer performance, assists in trouble shooting same and proposing viable solutions.

Analyzes end user hardware and software needs as they relate to that users job duties and technical requirements.

Researches and recommends ways for end users to better utilize existing hardware and software to accomplish the job duties in a more efficient manner.  Advises on additional hardware and software tools as needed by end users to enable them to perform their job duties.

Researches IT / computer problems and suggests viable solutions.

Implements and maintains workstation security, performs workstation audits, reports any discrepancies and proposes solutions.

Good organizational skills with the ability to prioritize and multitask.  Ability to work in a fast pace, high end support focused environment, while delivering excellent customer support to end users.

Liaise with vendors, contractors and external support personnel in order to resolve issues on behalf of end users.  Liaise with other IT department staff to assist in resolving end user problems with City Information Technology systems.

Additional work beyond the normal working hours, including weekends, will be required of this position.  This position participates in an on-call rotation schedule.

General IT Department Duties and Responsibilities:

Reports observed misconduct of internet and computer usage to the Director of Information Technology and/or the Deputy Director of Human Resources.

Must maintain confidentiality of City personnel data and other proprietary information.  

Complies with all City and department policies and procedures, to include, but not limited to: PCI, PII, HIPAA and CJIS.

Maintains regular and predictable on-site attendance.

Behaves in a professional, courteous and respectful manner towards department personnel, city staff, elected representatives, contractors, vendors and the general public at all times.

Additional Tasks and Responsibilities:

While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members.

Performs related functions as assigned or required

Ability to write basic scripts. 

May perform end user training.

Ability to write documentation

Minimum Training and Experience Required to Perform Essential Job Functions:

Bachelor’s degree in Information Systems/MIS or related field with a minimum of three years of experience as a Support Technician or Help Desk, associate’s degree in Information Systems/MIS or related field with a minimum of five years of experience as a Support Technician or Help Desk; or any combination of education and experience that provides equivalent knowledge, skills and ability. 

Working knowledge of the Windows Operating System.  

Familiarity with the Microsoft Office Suite.  

Position requires a valid driver’s license.  

Must be able to pass an FBI background check.

Physical and Mental Abilities Required to Perform Essential Job Functions:

Language Ability and Interpersonal Communication

Requires the ability to perform basic data analysis including the ability to audit, deduce, and assess.  Requires discretion in determining and referencing such to established criteria to define consequences and develop alternatives.

Requires the ability to persuade, convince, influence, train and monitor others, including the ability to act in a lead worker capacity, in favor of a desired outcome.   

Requires the ability to utilize a variety of reference, descriptive and/or advisory data and information such as reports, logs, lists, documentation, manuals, software including Windows 7 and 10, policies, procedures, guidelines and non-routine correspondence.

Requires the ability to communicate orally and in writing with the Director of Information Technology and all department personnel, other City departments and computer users, City Council, vendors and the public.

Mathematical Ability

Requires the ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals; may require the ability to perform mathematical operations with fractions and algebra.

Judgment and Situational Reasoning Ability

Requires the ability to apply principles of rational systems.  Ability to interpret instructions furnished in written, oral, diagrammatic or schedule form.  Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objective.

Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against sensory, judgmental and/or subjective criteria, as opposed to criteria that are clearly measurable or verifiable.

Physical Requirements

Requires the ability to operate and perform complex rapid adjustment on equipment, machinery and tools such as a computer and other office machines, vehicles, test instruments, and/or related materials used in performing essential functions.

Requires the ability to coordinate eyes, hands, feet and limbs in performing movements requiring skill and training, such as maintaining computer systems.

Tasks involve the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, crawling, and lifting, carrying, pushing and pulling moderately heavy objects and materials, twenty to fifty pounds.

Requires the ability to recognize and identify similarities or differences between characteristics of colors, shapes and sounds associated with job-related objects, materials and tasks.

Environmental Adaptability

Ability to work under generally safe and comfortable conditions where exposure to environmental factors may cause discomfort and poses a limited risk of injury.

The City of La Crosse is an Equal 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.

Salary : $61,963