Technology Support Specialist #2405-294800-01
- Date Opened
- Wednesday, May 15, 2024 8:00 AM
- Close Date
- Wednesday, May 29, 2024 8:00 PM
- Section
- Innovation & Technology
- Salary
- $54,390-$67,987 Commensurate with Experience
- Employment Type
- Full Time
Introduction
Overview
The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 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
- Technical Support and Troubleshooting: Provide technical support by monitoring and responding to support phone calls and emails, resolving technical issues efficiently. Provide support to in-vehicle routers and laptops.
- Hardware and Software Analysis: Analyze specifications for new hardware and software, conducting equipment and software testing as needed.
- Inventory Management: Maintain and update inventory, recommending upgrades when necessary to ensure optimal functionality. Maintain inventory and services for wireless vendors through 3rd party portals.
- Project Implementation: Implement technology refresh and operating system upgrade projects, liaising with vendors, fellow technicians, and customers for smooth execution.
- Custom Code Maintenance: Maintain and implement custom task sequences and other custom code for front-end image management.
- Configuration Management: Create task sequences for applying department-specific configurations as required.
- Workstation Updates: Test and deploy updates to enterprise workstations to keep them up-to-date.
- Documentation: Generate comprehensive documentation detailing the resolution of technical issues across various technologies.
- Ad Hoc Support: Perform any related tasks or duties as necessary and be prepared for 24/7 call-backs and after-hours work to support critical applications.
Knowledge, Skills & Abilities
- English Language: Proficiency in English grammar, spelling, and punctuation for effective written and verbal communication.
- Office Procedures: Knowledge of modern office procedures, methods, and computer equipment to facilitate efficient workflow,
- Technology Proficiency: Familiarity with various software, hardware, and operating systems to provide technical support. Working knowledge of Windows Desktop operating system and applications. Experience with in-car devices such as routers and ruggedized laptops and their operation.
- Network Communications and Security: Understanding of network communications and security protocols for troubleshooting and maintaining network reliability. Familiar with network principles LAN/WAN / Cellular.
- Inventory Management: Knowledge of principles and practices of inventory management to track and recommend upgrades for equipment.
- Patch Management: Familiarity with patch management best practices to ensure software and system updates are timely and effective.
- Interpersonal Skills: Effective interpersonal skills necessary to develop and maintain positive working relationships with colleagues and customers.
- Adaptability: Ability to perform a variety of duties, often switching from one task to another of a different nature as required by the role.
- Mathematical Proficiency: Competence in performing basic mathematical functions, including addition, subtraction, multiplication, division, percentages, and ratios.
- Analysis and Troubleshooting: Proficiency in analyzing and troubleshooting technical issues to identify and resolve problems efficiently.
- Customer Service: Strong customer service skills to provide effective support and assistance to end-users.
- Time Management: Ability to meet schedules and deadlines, ensuring tasks and projects are completed in a timely manner.
- Follow Directions: Capacity to understand and carry out oral and written directions accurately.
- Document Management: Proficiency in organizing and maintaining both paper documents and electronic files accurately and securely.
- Confidentiality: Commitment to maintaining the confidentiality of information and adhering to professional boundaries.
- Communication: Effective communication abilities, both orally and in writing, to convey technical information and updates clearly.
- Hardware and Software Testing: Capability to test and evaluate hardware and software to determine their efficiency and reliability.
Preferred Qualification
- At least two 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) to five (5) years of experience in information technology support, including hardware, software, and networking.
Minimum Qualifications
High School Graduate or Equivalent and five (5) years of related work experience
OR
2 Year College Degree and three (3) years of related work experience
OR
Bachelor's Level Degree and one (1) year of related work experience
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.
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.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
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