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Technology Support Coordinator #2210-378700-02

Date Opened
Tuesday, November 01, 2022 8:00 AM
Close Date
Tuesday, November 15, 2022 8:00 PM
Section
Innovation & Technology
Salary
  • $72,874- $74,941 Commensurate with Experience
Employment Type
  • Full Time
Go Back View Benefits

Introduction

The role serves the Public Safety team as an in-person support professional, troubleshooting, coordinating, and executing the implementation of hardware, software, mobile phones, and peripherals in a centralized location.  They will possess strong customer service skills, detailed task management, and resource planning skills with a passion to ensure customer expectations have been fulfilled.  The candidate will assist with the immediate technical needs of staff of all ranks.  The individual will be responsible for the planning and delivery of new and continuously refreshed technology within the department.  They will also troubleshoot errors with vendors and the Help Desk, including applications and peripherals which cross multiple agencies, on-site networking problems, and a host of other technical challenges.  This role will be available for on-call support.  

Overview

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Major Duties and Responsibilities

  • Utilizing strong leadership skills, independently manage work and projects and coach others reinforcing behaviors supporting heathy group interaction and customer services.  
  • Install, troubleshoot and support software, peripheral devices, on site networking, and mobile devices both in the office and on call.  
  • Manage inventory and 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 of North Carolina to keep local software and systems up to date
  • Test software updated from Microsoft, Apple, and other vendors to ensure no challenges occur as part of an upgrade.  
  • Send out mass communication to CMPD & CFD customers as appropriate to advise of outages and advise on repair ETA or restoration of services. 
  • Must be available 24/7 for on call support.  

Knowledge, Skills & Abilities

  • Technical
  • Advanced knowledge of Microsoft operating systems and Active Directory
  • Understands TCP/IP protocols and LAN/WAN configuration
  • Troubleshoot network communications problems, network ports setup, and security exceptions
  • Proactively monitors system and network performance
  • Apple iOS for phones-Must have advanced knowledge of Apple iPhone setup, operation, and troubleshooting
  • Microsoft Office
  • Ability to install commonly utilized software within CMPD, CFD, & the City, and maintain Knowledge Base articles for department specific technologies
  • Ability to install and troubleshoot peripheral devices such as printers, scanners, cameras, etc.
  • Operational
  • Possess strong verbal and written communication skills 
  • Exhibit strong organizational skills
  • Ability to:
  • Identify process-improvement opportunities and document said processes
  • Manage and coordinate projects timely with the highest degree of customer satisfaction
  • Maintain inventory
  • Add, close, manage Help Desk tickets assigned, and recognize when a ticket does not exist and should be.  
  • Manage Vendor communication and troubleshooting of applications and devices
  • Work with staff of all levels withing the organization, from the Chief of Police, to Officers, to Civilian support staff, and other City departments
  • Conduct independent investigation of technical issues related to problems with hardware, software, and peripheral devices
  • Acquire quotes for hardware and services and manages the PO, Invoice and receipt of inventory through its lifecycle.
  • Participate in project planning meetings, evaluate and propose solutions for projects, and communicates with team members the status.  
  • Adhere to budget by monitoring expenses and implements cost-saving measures.
  • Manage the incoming flow of requests and demonstrate the ability to manage active cases as well.
  • Physical
  • Must frequently lift and/or move up to 35 pounds

Preferred Qualification

  • BS in Computer Science, Computer Information Systems or related field
  • A+, Network+, Microsoft certifications
  • 7+ Years of related work experience

Minimum Qualifications

  • Associate’s degree or 2+ Years of college or similar technical experience.
  • 5 or more years of General IT technical troubleshooting experience
  • 5% Travel -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

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.

The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for any new City of Charlotte employees. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

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.

In Conclusion

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