Technology Support Specialist Senior

Date Opened: Monday, December 15, :00 AM

Close Date: Monday, December 22, :00 AM

Department: Innovation and Technology Department

Salary: $68, $85,569.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America's Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce
• Valuing teamwork, openness, accountability, productivity, and employee development
• Providing all customers with courteous, responsive, accessible, and seamless quality services
• Taking initiative to identify, analyze, and solve problems
• Collaborating with stakeholders to make informed decisions

SUMMARY

The City of Charlotte's Innovation & Technology Department is seeking an experienced Technology Support Specialist Senior to provide advanced Tier 2 technical support for public safety agencies, including Police, Fire, and related training and special operations environments. This role supports critical technology systems that enable first responders to train, communicate, and operate effectively.

The Senior Technology Support Specialist works with a higher degree of independence than the Technology Support Specialist and serves as a trusted technical resource for complex issues, specialized environments, and high-impact operational needs. Daily priorities are provided at a high level by a Technology Support Coordinator, with the expectation that this role can independently execute work, anticipate needs, and support junior staff when required.

This position is primarily assigned to the Public Safety Training Academy (PFTA) and related facilities, with flexibility to support other public safety locations based on operational needs.

Key Responsibilities

Daily

• Provide advanced Tier 2 technical support for laptops, desktops, phones, modems, printers, basic AV systems, tablets, and peripheral equipment
• Monitor and respond to support requests, phone calls, and emails, resolving issues efficiently and professionally
• Support classroom, conference room, and event-related technology needs at the training academy, including setup, troubleshooting, and diagnostics
• Maintain accurate asset, configuration, and support documentation

Weekly / Ongoing

• Proactively engage with customers and training staff to identify upcoming support needs
• Serve as a technical escalation point for MSS staff when appropriate

Annually

• Participate in and support Dell, Panasonic, phone, modem, and other equipment refresh cycles, particularly those supporting training, special operations, and academy environments

As Needed

• Support Police Special Operations and other high-impact public safety functions
• Provide support for PSAP and backup 911 communications locations as required
• Participate in after-hours work, testing, and call-backs to support critical systems and events

Essential Duties & Responsibilities

• Provide advanced troubleshooting and problem resolution for hardware, software, and network-connected devices
• Analyze specifications for new hardware and software; conduct testing and validation as needed
• Implement operating system upgrades and technology refresh projects in coordination with vendors, technicians, and customers
• Create and maintain task sequences for department-specific configurations
• Work with endpoint management teams to ensure devices remain compliant with policies and standards
• Maintain and support testing solutions used by Fire and Police training programs
• Test and deploy updates to enterprise workstations
• Generate detailed documentation for technical resolutions, configurations, and procedures
• Provide technical guidance and informal training to staff and customers as needed
• Perform related duties as required to support operational success

Supervisory Responsibilities

• This position does not have formal supervisory authority
• May provide day-to-day technical guidance, mentoring, or work direction to Technology Support Specialists or temporary staff

Minimum Qualifications

Education & Experience

• High school diploma or GED and four (4) years of related IT support experience; or
• Associate's degree in Information Technology, Computer Science, or a related field and two (2) years of related IT support experience; or
• Bachelor's degree in Information Technology, Computer Science, or a related field and one (1) years of related IT support experience

Knowledge, Skills, and Abilities

Knowledge of:

• Windows desktop operating systems and enterprise applications
• Computer hardware, peripherals, and mobile computing devices
• Network principles, including LAN, WAN, and cellular connectivity
• Network security fundamentals and troubleshooting practices
• Inventory and asset management principles
• Patch management and workstation maintenance best practices

Skill in:

• Advanced technical analysis and troubleshooting
• Supporting technology in classroom, training, and operational environments
• Customer service and professional communication
• Documentation and process consistency
• Managing multiple priorities in a dynamic environment

Ability to:

• Work independently with minimal day-to-day direction
• Anticipate technical needs and proactively address issues
• Meet schedules and deadlines, including during time-sensitive events
• Communicate effectively with technical and non-technical users
• Maintain confidentiality and professional boundaries
• Adapt quickly to changing operational demands

Work Environment & Physical Demands

Work is performed in both office and field environments, including training academies, public safety facilities, and shop settings. Regular exposure to noise, moving equipment, and high-stress situations may occur. The position may require lifting up to 10 pounds occasionally.

Reasonable accommodations may be made to enable individuals with disabilities to perform 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.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

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 self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email

.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the

Innovation & Technology ADA request form

or call

BENEFITS

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

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