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.
Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent, skilled candidates with a customer service focus to work in a team environment.
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.
Function
Professional - Technology
Summary
The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte Innovation & Technology Charlotte Water (I&T) provides executive-level leadership, delivers technology services to city Charlotte Waters and partner agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery. Charlotte Water Technology is a division of the I&T Charlotte Water and directly supports Charlotte Water.
Charlotte Water Technology is seeking a Technology Support Coordinator to preform a range of activities related to end-user technical support, technology service delivery coordination, and systems support. This work is accomplished by cooperating with customers, vendors and other personnel; ensuring technology resources are reliable; deploying general and application specific solutions; serving as a liaison; coordinating various projects; developing and facilitating technical trainings; and maintaining technology assets. This position requires some weekend and after hours work.
Major Duties and Responsibilities
• Coordinates and serves as a liaison for technology services and support for all Charlotte Water divisions.
• Coordinates Charlotte Wateral response to technology related activities or inquiries and communicates technology processes, changes, outages, security training and updates to Charlotte Water staff.
• Manages technology services, support, and hardware and software management support for all Charlotte Water divisions.
• Assists with technology budget planning and tracking. Gathers and documents hardware/software/staff inventory data across Charlotte Water.
• Assists with forming and developing teams documents technology processes for consistency and staff training.
• Coordinate activities or small projects involving technology changes or upfits, hardware/software management, multi-function devices, or wireless technology services and equipment.
• Performs hands-on break/fix of the hardware and software components of business technology devices, including personal computers; specialized business computer systems; cellular telephones; tablets.
• Provides computer technician-level troubleshooting and support of Charlotte Water technical software and hardware systems.
• Responsible for coordinating and augmenting the City Service Desk problem resolution process for standard City desktop applications and general computer workstation hardware to ensure quality customer care.
• Monitors ALL Charlotte Water open Service Desk calls to help ensure timely response and timely issue resolution.
• Participates in a regular project and/or team-oriented meetings to discuss project activities, share information with team members, and to engage in employee/contractor development activities with leadership.
• Responsible for facilitating the use of the City Service Desk to support Charlotte Water specific applications. Support includes call intake and routing and may include first call support by the Service Desk call center staff. Responsibilities include definition and maintenance of application related scripts, key words, and call routing work flows.
• Defines documents and maintains general support related operating procedures for the Charlotte Water.
• Server as a backup contact for City Service Desk to authorize Charlotte Water customer modifications, to include: account additions, workstation moves, and hardware additions.
• Serves as project resource within I&T for the annual project to refresh computer desktop and laptop workstation, monitors and network printers. Responsibilities include: delivery and installation facilitation and customer satisfaction monitoring.
• Serves as project resource within the Charlotte Water and between City Innovation & Technology for general customer care related technology projects and support activities (desktop application updates, patch installs, hardware installs / issues, etc.).
• Coordinates the initial configuration and installation Charlotte Water computer workstations with the City Service Desk.
• Installs and configures all Charlotte Water specific applications on computer workstations that are not installed by the City Service Desk.
• Maintains an up to date inventory of all Charlotte Water computer workstation hardware. Includes desktop workstations, monitors, laptops, docking stations, and other related equipment. Information maintained includes: hardware and software configuration, customer owner, purchase date, and warranty status.
• Maintains other various asset tracking documentation for printers, non-computer network devices, cellular and desk telephony equipment, etc.
• Ensures that the operating system, anti-virus, and Charlotte Water applications for Charlotte Water desktop and laptop loaner workstations are updated on an ongoing basis.
• Maintains loaner workstations at specified remote Charlotte Water locations configured with applications that meet the requirements of that location.
• Maintains inventory and facilitates the check in/out process of all Charlotte Water IT maintained loaner equipment. Includes: desktops, laptops, and portable workstation projectors.
• Performs routine network and e-mail account maintenance for all Charlotte Water domain users. Includes account creation, changes and deletions.
• Responsible for ongoing maintenance (additions, changes, deletions) of Active Directory objects.
• Responsible for facilitating the surplus process for the Charlotte Water to dispose of all computer hardware removed from service.
• Creates and maintains all Charlotte Water e-mail distribution lists.
• Creates and maintains Outlook based conference room calendars.
• Provides direct end-user escalation level user support as required for standard City desktop applications.
• Coordinates the ongoing maintenance of all audio/visual equipment in Charlotte Water conference rooms. Includes: projectors and their screens, televisions and their mounts, computers, lecterns, wiring management, conference room telephony hardware, audio receivers and speakers, etc.
• Participates as part of the Charlotte Water Incident Command. Responsible for maintaining (OS, applications, antivirus, printer configuration, etc.) four laptops, two primary, two secondary, for use in the EOC. When an Incident Comand is activated is responsible for setting up and maintaining EOC laptops, projectors, and designated printers. As part of this group may be called in to work anytime (7x24, 365 days) the EOC is activated.
• Facilitates cell phone ordering, setup, provisioning, reporting, auditing, disconnections, and documentation.
• Builds and maintains a basic understanding of elements of project management.
• Builds and maintains an overall understanding of Charlotte business processes and associated requirements.
• Provides training for computer usage, standard computer hardware operation, and COTS (Commercial Off-the-Shelf) applications such as Microsoft Office, Adobe Acrobat, etc.
• Maintains an advanced administration level knowledge of the current Microsoft computer workstation operating environments.
• Maintains an advanced knowledge of current computer workstation topologies and configurations.
• Maintains a moderate level knowledge of the Microsoft Office Application suite with emphasis on Microsoft Outlook, Word, and Excel.
• Performs related work as required.
Knowledge, Skills & Abilities
Knowledge of:
• English grammar, spelling, and punctuation
•
• Modern office procedures, methods and computer equipment
• Client departmental functions and needs
• Current and upcoming City and departmental hardware and software specifications and needs
• Principles and practices of inventory management
• Wireless technology services and equipment
Skill in:
• 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
• Leadership
• Project coordination
• Advanced troubleshooting and analysis
• Customer service
Ability to:
• 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
• Establish and document standard procedures
• Receive, record, and report data
Preferred Qualification
• Three years of experience providing computer workstation end-user support in a Microsoft environment.
• Certification as a Office Product Specialist, Microsoft Desktop Support Technician, CompTIA A+ support professional, and/or CompTIA Network+ support professional.
• Experience providing user basic workstation training.
• Basic understanding of Windows and Linux operating systems and command line operations.
• General knowledge of water and wastewater operations
Minimum Qualifications
• At least two years of relevant college-level course work or an Associate’s 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
• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities
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.
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
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