Technology Support Specialist Senior #2406-378600-01

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.

I&T CATS Technology is seeking a Technology Support Specialist Senior who will aid in digital transformation of in-vehicle, operational support, and customer facing technology for the Charlotte Area Transit System (CATS).  This position will be a member of a team comprised of software developers, application administrators, and technical support administrators involved in development, support, maintenance, and administration of digital systems such as CAD/AVL, route scheduling, fare collection, digital signage, office equipment and IoT technology.  The Technology Support Specialist Senior will support the overall operation and cyber security aspects for the transit mobile network and mobile infrastructure systems, office PCs & desktops, related subsystems, and interfaces in support of CATS.  This position will report to a CATS Technology Supervisor within the Innovation and Technology (I&T) Department in direct support of CATS.

Responsible for serving as a technical resource and liaison between technology and customers, troubleshooting, diagnosing and identifying potential solutions to technical issues, providing training to staff on software and hardware use, and configuring and simple to complex departmental technology.  These systems include but are not limited to: complex networks (office networks, mobile routers and data modems), operating systems (Windows, Linux, IOS, etc.), communications hardware (data, radio, VoIP), SCADA systems, CCTV systems, fare validating systems, industrial control equipment, desktops/laptops, and all electronic technology related devices. Additional responsibilities may include overseeing and providing direction of work in maintaining tools or systems in support of department’s business needs.  Position will be responsible for the daily oversight of department IT hardware inventory and providing reports and work with Senior Managers during budgeting process.

Interacts with staff, vendors, consultants, contractors, and users throughout I&T and CATS project development, implementation, and support. Implements transit business technology requirements and ensures compliance with National ITS standards, while adhering to local, state, and federal guidelines, directives, and mandates. Requires experience in non-traditional technology environments and has ability to work independently, as priorities will fluctuate.

As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the Agency Safety Plan.

Knowledge of:

• Mobile device management including ordering and deployment of new devices, software update testing, maintaining billing information admin portal, auditing, disconnections, and troubleshooting issues
• Maintain up-to-date hardware inventory database which includes desktops, laptops, docking stations, monitors, and other related equipment
• Industrial controls technologies and SCADA technology
• High level of professionalism, integrity and commitment to quality
• General NFPA, NEiS, and BICSI standards and codes
• Demonstrate ability to design, establish, test, troubleshoot, and support IT systems
• Current and upcoming City and departmental hardware and software specifications and needs
• IoT technology services and equipment
• Evaluate software to determine efficiency, reliability, and compatibility with existing systems

Skilled 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
• Analysis and troubleshooting
• Must possess strong oral and written communication skills
• Organizational and reporting skills

Ability to:

• Work in team environment
• Organize, meet priorities, complete tasks, and meet deadlines with minimal supervision
• Meet schedules and deadlines of the work
• Maintain the confidentiality of information and professional boundaries
• Communicate effectively, both orally and in writing, to all levels of users
• Manage technology system security and keep up with security patches
• Provide/present data in various formats
• Handle escalations of issues to the satisfaction of various stakeholders
• Effective time management / self-starter
• Cope with stressful situations with a professional and skilled manor
• Oversee junior technology members during the CATS PC refresh program and office equipment support

• 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 system implementation  
• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.

• High school diploma or GED
• Two (2) years of relevant work experience in Information Technology, Computer Science, or a related field
• Any equivalent combination of education and relevant experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties.
• A valid driver’s license, a good driving record with the ability to obtain and maintain a City Driving Permit.

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.

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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.

The City of Charlotte provides a comprehensive benefits package to all employees.

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The City of Charlotte is a drug and alcohol-free workplace.