Instructional Technology Specialist jobs in Racine, WI

This position provides clerical support to the IT department and technical assistance to the end point user base by answering questions or resolving computer problems in person, by telephone, in writing or electronically via email. Work involves the analysis and resolution of reported problems, creating user training guides and the coordination of user training. This position reports to the Director of Information Technology.

• Answers telephone and receives inquiries and/or complaints, providing information based on general knowledge of programs and activities, or referring callers to appropriate personnel as necessary.

• Maintains filing systems of correspondence, forms, cards, receipts, reports, and records; maintains log books, ledgers or other audit and tracking records; maintains specialized manual or automated filing systems.

• Willingness to learn and perform basic IT help desk tasks.

• Prepares budget information, checks operating reports for accuracy and conformance to policies and standards.

• Attends committee and council meetings and provides technical support before and during meetings.

• Manages technology needs for the Common Council and other committees.

• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

• Answers help desk inquiries via telephone, email, and in-person regarding computer software or hardware operations.

• Answers and prioritizes calls for service and inquiries regarding computer software or hardware operation to resolve user problems. Enters and maintains records and the actions taken to resolve problems.

• Refers major hardware or software problems or defective products to vendors or technicians for service.

• Assures that problem resolutions are well-documented and up-to-date.

• Assists in video conversion and uploading to the appropriate locations.

• Develops training materials and procedures and trains users in the proper use of hardware or software.

• Confers with staff, users, and management to establish requirements for new systems or modifications.

• Other duties as assigned.

Required Education, Training & Experience:

• Preferred applicants will possess an Associate's degree in computer related field and one to two years of experience in troubleshooting/analyzing computer problems;

• Supplemented by a minimum of one (1) year of general clerical experience including cashiering, computer operations and public or customer service; or an equivalent combination of training and experience.

• Or, any equivalent combination of education, training and experience.

Required Knowledge, Skills and Abilities:

• Knowledge of computer hardware, software, and wireless equipment, including applications.

• Knowledge of principles and processes for providing customer and personal services. 

• Knowledge of administrative and clerical procedures and systems such as word processing, and managing files and records.

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Working knowledge of the following technology, software and platforms is preferred:

  • Open Source software: Firefox, Office, vi editor. 
  • Linux server applications and desktop environments.
  • Google Workspace.
  • Microsoft Desktop and Server Support.
• Basic knowledge of network protocols and configuration.
• Ability to communicate with all levels of users.

• Ability to use logic and reasoning to review information, identify problems, develop and evaluate options, and implement solutions.

• Ability to develop specific goals and plans to prioritize, organize, and accomplish work within established department procedures.

• Ability to effectively deal with high-stress situations.

Physical Requirements:

• Task requires the pulling, pushing, lifting or carrying of 10 to 20 lbs. of weight on a regular basis, and up to 100 lbs. of weight on occasion.

• Task requires speaking, hearing and listening.

• Task requires the ability to use a telephone and cell phone, personal computer, laptop or tablet, fax machine, projector, television, calculator, printer and/or copy machine.

• Task requires frequent walking, using hands, including repetitive motions, and using small hand tools such as screwdrivers, pliers, etc.

• Task requires sitting, standing, reaching, bending, stooping, crawling, climbing, and/or twisting.

• Tasks involves sitting and/or standing for long periods of time.

Sensory Requirements:

• Task requires color perception and discrimination, including close vision and the ability to adjust focus.