Technology Support Specialst Senior #2206-378600-01
- Date Opened
- Friday, June 03, 2022 8:00 AM
- Close Date
- Monday, June 06, 2022 8:00 PM
- Section
- Innovation & Technology
- Salary
- $61,718 to $71,090 Commensurate with experience
- Employment Type
- Full Time
Introduction
Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.
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.
Summary
The City of Charlotte Innovation and Technology Department is seeking a Technology Support Specialist in the Business Engagement Services Division. This position performs within the Business Technology Services Team and is responsible for serving as a technical resource and liaison between I&T and customers, troubleshooting, diagnosing, and identifying potential solutions to technical issues, providing training to staff on software and hardware use, and configuring simple to intermediate departmental technology. Additional responsibilities may include overseeing the work of vendors, maintaining tools or systems in support of a department’s business needs, and support of various initiatives internal to I&T, the Business Technology Services Team, and across the city when required.
Major Duties and Responsibilities
- Serves as liaison for technology services and troubleshooting support for the City Manager’s Office and the Mayor and City Council users and act as the point of contact for escalations
- Support all impromptu meetings for Mayor and City Manager offices and provide support for special events for these offices when requested
- Prepare for and support user technology needs during City Council Meetings
- Provide IT technical support to departmental users and Executives (both on site and remote) by resolving moderately complex to highly complex technical issues
- Demonstrate an expert level ability to maintain confidentiality and inspire trust by performing expert technical support with highly professional written and oral communication skills
- Demonstrate an expert ability to manage the needs of multiple requests in order to create an effective schedule and then successfully adapt to changing that schedule on short notice as situations change
- Track, record, and respond to requests for IT technical support and troubleshooting. Technical support will include workstation hardware, application and collaboration software and mobile devices utilizing Windows and Apple operating systems
- Support IT special projects, including but not limited to: office moves, data recovery, hardware, and software support
- Diagnose and resolve support incidents via email, phone call, remote control, or desk-side visits
- Develop and update documentation for incident resolutions, KB articles, procedures for installation, upgrades and use of technology supported
- Perform daily support via incident management system, handle Service Desk escalations and project task assignments. Example support assignments are Microsoft 365, AirWatch, VPN support, Smart Conference Room technologies, pc\laptop support, mobile device support
- Work with necessary resources with ongoing issues and follow through for final resolution
- Maintain and update inventory and recommends upgrades as needed
- Manage and provide coordination for projects related to technology refresh and operating system upgrades. Communicate with vendors, other technicians, and customers
- Develop, test, and deploy updates to enterprise workstations
- Maintain documentation for applications deployment and setting requirements
- Generate documentation on resolution of technical issues on various technologies
- Perform related work as required
Knowledge, Skills & Abilities
- Experience with Windows 10 deployments, settings, enhancements, and features
- Support various I&T Projects with hands on assistance regarding upgrades and enhancements, and helping to ensure delivery of exceptional services to our employees and residents
- Ability to work independently and in a team environment
- Ability to multi-task efficiently in a high volume and critical support role
- English grammar, spelling, and punctuation
- Modern office procedures, methods, and computer equipment
- Various software/hardware and operating systems
- Network communications and security
- Principles and practices of inventory management
- Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
- Performing a variety of duties, often changing from one task to another of a different nature
- Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios
- Analysis and troubleshooting
- Customer service
- Meet schedules and deadlines of the work
- Understand and carry out oral and written directions
- Accurately organize and maintain paper documents and electronic files
- Maintain the confidentiality of information and professional boundaries
- Communicate effectively, both orally and in writing
- Test and evaluate hardware and software to determine efficiency and reliability
Preferred Qualification
- Two (2) years of relevant college-level course work or an Associate degree from an accredited college or university in Information Technology, Computer Science, or a related field
- Three (3) or more years of experience in information technology support, including hardware, software, and networking; or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties
Minimum Qualifications
- Two (2) years of relevant college-level course work or an Associate degree from an accredited college or university in Information Technology, Computer Science, or a related field
- Three (3) or more years of experience in information technology support, including hardware, software, and networking; or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
As of October 1, 2021:
The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for all new City of Charlotte employees.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.