Technology Support Specialist

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

Key Responsibilities

Daily

• Take ownership of assigned service and asset management tickets within 24 hours

• Update tickets at least once every 7 days and resolve issues as quickly and accurately as possible

• Provide professional customer support via phone, email, and in‑person assistance

• Maintain accurate hardware, software, and asset records

Annually

• Participate in Dell, Panasonic, phone, modem, and other technology refresh cycles, including laptops, printers, and mobile devices

• Support refresh activities as directed by the Coordinator

As Needed

• Provide backup support during large projects, refresh surges, or staffing gaps

Essential Duties & Responsibilities

• Provide Tier 2 technical support and troubleshooting for hardware, software, and network‑connected devices

• Monitor and respond to service requests, calls, and emails

• Assist with operating system upgrades and technology refresh projects

• Analyze basic hardware and software specifications and assist with testing and evaluation

• Apply department‑specific configurations using established task sequences

• Develop, test, and deploy workstation updates under Coordinator guidance

• Document issue resolution steps, configurations, and procedures to support consistency and knowledge sharing

• Perform related duties as required

Supervisory Responsibilities

• This position does not have formal supervisory responsibilities

• May provide limited guidance to interns, temporary staff, or helpers as assigned

Minimum Qualifications

Education & Experience

• High school diploma or GED and two (2) years of related IT support experience; or

• Associate's degree in Information Technology, Computer Science, or a related field and one (1) years of related IT support experience; or

• Bachelor's degree in a related field

Equivalent combinations of education, training, and experience may be considered.

Knowledge, Skills, and Abilities

Knowledge of:

• Computer hardware, operating systems, and standard software applications

• Basic networking concepts and security fundamentals

• Basic troubleshooting skills

• Inventory and asset management practices

• Patch management and workstation maintenance best practices

Skill in:

• Technical troubleshooting and problem resolution

• Customer service and clear communication

• Managing multiple tasks with shifting priorities

• Following documented procedures and standards

Ability to:

• Meet schedules and deadlines in an operational environment

• Follow oral and written instructions accurately

• Communicate effectively with technical and non‑technical users

• Maintain confidentiality and professional boundaries

• Work independently on assigned tasks and collaboratively within a team

Work Environment & Physical Demands

Work is performed in both office and field environments, including public safety facilities, vehicle bays, and warehouse or shop settings. Daily exposure to outdoor conditions, noise, moving equipment, and high‑stress situations will 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.

Click here to learn more about the City of Charlotte's benefits.

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