ITS Operations Technician

The Milwaukee Metropolitan Sewerage District (MMSD) is a regional governmental agency that serves 1.1 million people in the greater Milwaukee area. MMSD provides water reclamation, flood management, and green infrastructure services for our community. Our mission is to protect public health and the environment through world-class, cost-effective water resource management, leadership, and partnership. Join our diverse team and support your community while protecting our environment. MMSD is seeking qualified candidates for the position of ITS Operations Technician in the Information Technology Services (ITS) Division. Reporting to the ITS Operations Supervisor, you will provide technical support and maintenance to employees using a variety of software and hardware, including desktop personal computers, laptops, printers, copiers, mobile devices, software, and other miscellaneous peripherals associated with those devices. Set up and deploy new Windows 11 workstations, smartphones, and tablets. Maintain the displays and projectors in all meeting rooms. Train and assist end-users in the use of computers, peripherals, and various MMSD-supported software applications. Services Desk Rotation Troubleshoot tier 1 calls via email, phone, or through remote support. Create or assign incidents/requests received via SysAid and/or phone to individuals based on responsibility. Record, track, and document problem-solving process, including all successful and unsuccessful decisions made and actions taken to final resolution. Mitel Phone System Support Additions, changes, and moves of users and devices. Modify voicemail accounts. Troubleshoot and repair desk phone and soft phone problems. Setup and configure desk phones and soft phone software features on Windows 11 workstations. Microsoft Endpoint Configuration Manager/Intune Administration Provide an efficient means of managing PC-related assets and software. Application packaging and deployment. Building and configuration of deployment collections for workstations. Mobile Device Management (MDM) and Mobile Application Management (MAM). Device enrollment and encryption. Software Patching for Workstations via Microsoft Endpoint Configuration Manager (MECM) Manage and deploy the critical monthly security updates to Windows, Microsoft 365, and third party applications. Maintain current knowledge of available patches and decide which of the optional patches are appropriate for systems. Ensure patches are installed properly and test systems after installation. Review MECM reporting tool to monitor the status of the updated patching. Deploy to small, targeted test group for workstation via MECM before production to MMSD-wide workstations. Follow and comply with all safety, work rules, and regulations. Maintain departmental housekeeping standards. Complete special projects as assigned. Associate degree in information technology or a related field. Two years of job-related experience in a computer environment involving desktop troubleshooting (advanced education degrees will be considered in lieu of experience). Knowledge of and the ability to apply computer hardware and software to the solution of business problems. Strong customer service and communication skills. Highly self-motivated and directed. Team-oriented and skilled in working within a collaborative environment. Experience using Microsoft 365 applications. Ability to troubleshoot and resolve computer hardware and software issues. Excellent vertical and lateral thinking. Computer software proficiency. Valid driver's license required and a good driving record at time of application, during the selection process, and throughout employment.

Physical Requirements:

This work requires the frequent exertion of up to 10 lbs. of force and occasional exertion of up to 50 lbs. of force. Work regularly requires sitting, speaking or hearing, and using hands and repetitive motions. Work occasionally requires standing, walking, kneeling or crawling, reaching with arms, and pushing or pulling.

Sensory Requirements:

Work has standard vision requirements. Vocal communication is required for expressing ideas by means of the spoken word, and hearing is required to perceive information at normal spoken word levels. Work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, use of measuring devices, and the assembly or fabrication of parts within arm's length.

Environmental Exposures:

Work has no exposure to adverse environmental conditions. Work is generally in a quiet location. Requires the use of safety glasses and hardhat as dictated by the location and type of work being performed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. MMSD is an equal opportunity employer who is committed to being equitable and fair in providing access to opportunities for all! The District is a qualified employer for the Public Service Loan Forgiveness Program .