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

Skills

• Ability to write or modify high quality support information for applications in Knowledge Base for both IT and end users to aid in self-service and expanding support across CCITC team
• Ability to create documentation and train users in application usage in both one on one and classroom settings.
• Strong customer service skills with focus on excellent communication
• Basic understanding of SQL and databases
• Understanding of networking fundamentals and troubleshooting
• Familiar with Windows desktop and Windows server functions and basic troubleshooting, event log troubleshooting
• Ability to learn and assist departments, development of collaboration tools such as Teams, SharePoint, and Windows workflows to improve efficiency
• Ability to write clear and concise support information for applications in Knowledge Base for both IT and end users to aid in self-service and expanding support across team

General

• Perform duties in a manner that is consistent with the CCITC core values.
• Provide great customer service using strong written and verbal communication and interpersonal skills
• Maintain, edit, use and safeguard from unauthorized access confidential information.
• Effectively work as part of a team, take direction from others, share knowledge, and build consensus
• Promote Process Improvement
  • Champion the need and benefit by utilizing a structured approach to business process improvement.
  • Identify improvement opportunities and manage improvement requests
• Determine work priorities, work independently, and exercise initiative
• Follow Change management Practices as established by CCITC
• Attend conferences, seminars and off-site training sessions as requested
• Accept new responsibilities at any time

Project Management

• Participate in projects as member of team to ensure tasks responsible for are completed on time while adhering to standards set by Project Management Office
• Ensure that changes to applications and infrastructure because of the project are updated and correct in asset database
• Ensure all assigned tasks statuses are accurate and up to date in project tracking tools

Application analysis and support

• Find and propose capabilities in ITSM tool to automate and increase efficiency of IT operations.
• Take ownership and be responsible for applications as assigned
• Monitor Application team incident queue and evaluate if incident has enough information to be actionable, follow up with submitter to get additional details
• Check runbooks and KBs for troubleshooting information and if there is an SME identified
• Create tickets, tasks, or work cooperatively with CCITC staff to verify support information is current and accurate on a scheduled basis
• Attempt to resolve issue, if possible, troubleshoot issues to the extent possible such as network connectivity, DNS, drive space etc
• Coordinate support from other teams within CCITC such as other analysts, Help Desk, PC support, developers, and network staff.
• Open and monitor incident with vendors to ensure issue is documented, key internal personnel are identified, incident is being worked on, and ultimately incident is resolved
• Stay up to date on department communications to vendors while they are engaged to ensure that requests and issues are addressed, while being mindful of effects to other departments, and strategic direction and operation of product is maintained
• Review Application information in asset database to ensure that it accurate and up to date
• Identify potential sources of application support documentation, re-create documentation in current ITSM system, and submit for approval by Application Analysts
• In cooperative effort for Application Analysts, map relationships to infrastructure, find and document downtime windows, and maintain all aspects of asset database.

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 classification and may also be performed by other unit members.

• Enter data to service request tracking database.
• Enter information into a time reporting system
• Establish and maintain effective working relationships with fellow employees and the public.
• Maintain confidential information
• Commute between City, County, NCHC and other partner offices

• Requires the ability to effectively communicate orally and in writing with city, county and NCHC personnel, department heads, computer consultants, vendor representatives, CCITC staff and the general public.
• Requires the ability to act as a lead person
• Requires the ability to persuade, convince, influence, train and monitor, in favor of a desired outcome. Ability to advise and provide interpretation regarding the application of policies, procedures and standards to specific situations
• Requires the ability to solve complex problems and perform root cause analysis without assistance.
• This position has no direct supervisory responsibilities, but may serve as a coach and mentor for other positions in the organization.
• Requires the ability to learn new technologies with limited guidance.
• Requires the adaptability and flexibility to keep an open mind regarding new ideas and ways of doing things. Is willing to consider alternative interpretations or ways of looking at the situation.
• Requires initiative to set high standards of performance for self and others.
• Requires the ability to make decisions and take action that have beneficial impact by evaluating information in order to come up with sound conclusions and recommendations.
• Requires understanding of object-oriented design principles

This position is an exempt, salaried position. The pay classification has a range of $58,000yr to midpoint (market) of $65000/yr.

Selection of the successful candidate may be made by assessment of experience and education, criminal record check; oral interview; review of references, written background inventory, and other appropriate job-related selection procedures. All applicants will be notified as to the status of their application.

CCITC will make arrangements to furnish appropriate auxiliary aids and services where necessary and reasonable to afford an individual with a disability the opportunity to participate in the recruitment process. Please notify the CCITC office or phone (715) 261-6710 to request special accommodations prior to the application deadline.

Wisconsin Statutes, Sections 19.36 (7), 64.09 (5), and 64.11 (7) require public employers to treat the following items as a public record: Each applicant’s application, records, recommendations and qualifications except as provided in Section 19.36 (7), Wis. Stats. that allows the identity of an applicant to remain confidential if the applicant requests in writing that the County not provide access to this information.

If you choose not to have this information become a public record, you must make such a request in writing to the Director of the CCITC. If you become a finalist for the position, your identity may be disclosed as required by law.

Application deadline is 12/6/2022, 2022 at 11:59 p.m.