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Technology Support Specialist #2203-378500-01

Date Opened
Wednesday, March 09, 2022 8:00 AM
Close Date
Wednesday, March 23, 2022 12:00 PM
Section
Innovation & Technology
Salary
  • $50,775 to $63,468 Commensurate with experience
Employment Type
  • Full Time
Go Back View Benefits

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.

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

  • 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 documentation for applications deployment and setting requirements
  • Assist other team members with Microsoft Windows 10/Office365 and other applications, operational licensing, or internal settings
  • Provides technical support and troubleshooting. Monitors and responds to support phone calls and emails 
  • Analyzes specifications for new hardware and software. Tests equipment and software 
  • Maintains and updates inventory and recommends upgrades as needed
  • Manages and provides coordination for projects related to technology refresh and operating system upgrades. Communicates with vendors, other technicians, and customers
  • Creates and maintains custom task sequences and other custom code for front-end image management
  • Creates task sequences to apply business department specific configurations
  • Develops, tests, and deploys updates to enterprise workstations
  • Generates documentation on resolution of technical issues on various technologies
  • Performs 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

  • Bachelor’s degree in Information Systems or Computer Science and 1 or more years of experience supporting Microsoft 365 applications
  • Working knowledge of Windows 10, VPNs, and troubleshooting
  • Experience with mobile device setup, settings, and usage

Minimum Qualifications

  • 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) or more years of experience in information technology support, including hardware, software, and networking   
  • Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities necessary to perform the essential job functions

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 any new City of Charlotte employees.  

The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

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.

In Conclusion

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