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.
Summary
The Charlotte Public Safety Division Technology Support Specialist offers Tier 1 and 2 support to Charlotte's Fire and Police departments, serving 1,050+ Fire personnel across 43+ locations and over 2,000 police personnel across 15+ locations. This role ensures the functionality and reliability of modems, phones, computers, and applications, serving as the primary and secondary support for maintaining our equipment to meet our customers' needs.
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 for Classroom, conference room, and event related needs at a police and fire training academy including troubleshooting and diagnostics. Provide support for Police Special operations. Provide support for the 911 communications center when at the back up location for police, fire and medic.
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. Ensure IT support is available during test, presentations and events at the training academy.
Configuration Management: Create task sequences for applying department-specific configurations as required. Work with endpoint management team to ensure all devices are in compliance with policies. Maintain testing solution used by Fire training academy and ensure that systems work during testing.
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. Provide IT and technically training as needed and ensure that said training is current.
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 systems.
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.
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. Proactive interactions with customers and management to ensure enhanced partner relations are well cared for.
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 seven year(s) of related work experience
OR
2 Year College Degree and five year(s) of related work experience
OR
Bachelor's Level Degree and three year(s) of related work experience
OR
Master's Level Degree and one year(s) of related work experience
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.
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
If you have technical issues submitting your application, click
here.