Tech Support Specialist Sr/I&T Public Safety Technology Solutions #2105-378600-01

The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte's Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partnership agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery.

This position and the team serve as the Public Safety, in-person troubleshooting, implementation of hardware, software, phones, and peripherals in a centralized location.  The team will assist with the immediate technical needs of staff of all ranks.  The individual will be engaged in the continuous refreshing of technology within the department, as well as troubleshoots application errors with vendors the Help Desk; does not traditionally support such as Laboratory Instrument and software troubleshooting, applications and peripherals which cross across multiple agencies, on-site networking problems, and a host of other technical challenges.  

• Install, troubleshoot, and support software, peripheral devices, onsite networking, and phones both in the office and on call.  

• On Site technical assistance for CMPD desktop, laptop, phone, and peripheral equipment.  Troubleshoots at a Tier 1, 2, and sometimes 3 level.  

• Maintain inventory, engage other business units to resolve integration problems and elevated technical challenges. 

• Coordinate work utilize a ticket and inventory management control system to serve customers and track inventory.  

• Engage vendors for troubleshooting and track order and shipped inventory.

• Work with the State to keep local software and systems up to date.  

• Test software updated from Microsoft, Apple, and other vendors to ensure no challenges would occur as part of an upgrade.  

• Must be available for on call support.  

• 5%-Must be able to travel from local departments for on-site troubleshooting

• Must be able to pick up and move hardware and peripherals used in the department.

• Technical

o Advanced knowledge of Microsoft operating systems

o Apple iOS for phones-Must have advanced knowledge of Apple iPhone setup, operation, and troubleshooting

o Troubleshoot network communications problems, network ports setup, and security exceptions

o Microsoft Office

o Ability to install commonly utilized software within CMPD & the city

o Ability to install and troubleshoot peripheral devices such as printers, scanners, cameras, etc

o Familiar with batch file programming

• Operational

o Strong verbal and written communication skills 

o Strong organizational skills

o Mange and coordinate projects timely with the highest degree of customer satisfaction

o Maintain inventory

o Add, Close, Manage Help Desk tickets assigned, and recognize when a ticket does not exist and should be.  

o Manage Vendor communication and troubleshooting of applications and devices

o Identify cost efficient solutions or work arounds for problems

o Work with staff of all levels withing the organization, from the Chief of Police, to Officers, to Civilian support staff, and other City departments

o Independent investigation of technical issues related to problems with hardware, software, and peripheral devices

• Associate’s Degree in Computer Science, Computer Information Systems or related field

• Licenses/Certifications: Genetec Certification, Axon Certification, A+, Network+, Microsoft certifications

• 5+ Years of Experience

• Requires a Bachelor’s Degree with three (3) years of relevant experience

• Must be able to obtain and maintain a city driver’s permit