Technology Experience Analyst - Public Safety

City of Wilmington•929 N. Front Street, NC

7d•Hybrid

About The Position

The City of Wilmington is an Equal Opportunity Employer. Position Description One City. Smarter Solutions. Real Impact. Be the driving force behind smarter, more efficient operations. In this role, you’ll partner with departments across the organization to analyze business needs, streamline workflows, and turn ideas into impactful technology solutions. From evaluating user requirements and researching innovative approaches to implementing programs and system interfaces, you’ll play a key role in shaping how work gets done. You’ll collaborate with stakeholders, assess costs, and manage vendor partnerships to deliver solutions that make a real difference. Along the way, you’ll provide hands-on user support, recommend enhancements, and contribute to meaningful conversations that move the organization forward. If you enjoy solving complex problems, improving processes, and making technology work better for people—this is your opportunity to make an impact!

Requirements

Bachelor's degree or higher in Information Technology or a closely related field and three (3) years of experience in information technology OR Associates Degree in Computer Science, Information Technology, or closely related field and five (5) years of experience in information technology OR High School Diploma and a minimum of five (7) years of experience in information technology.
Valid US Driver's License with an acceptable driving record
Work requires broad knowledge in a general professional or technical field.
Enterprise technology platforms including identity and access management, collaboration platforms, endpoint and device management systems, and infrastructure technologies.
System administration concepts including user account management, system configuration, and troubleshooting.
Enterprise computing environments and the integration of hardware, software, and network resources.
Technology security practices related to user access, system permissions, and operational technology systems.
Troubleshooting hardware, software, and system issues across enterprise technology platforms.
Managing user accounts, permissions, and system configurations.
Supporting enterprise collaboration and productivity tools.
Researching and evaluating technology solutions and system improvements.
Communicating effectively with technical staff, vendors, and non-technical users.
Supporting a wide variety of computer applications and technology platforms.
Diagnose technical issues and coordinate solutions with vendors, departments, and IT staff.
Maintain documentation related to system configurations, procedures, and support practices.
Support system implementations, upgrades, and technology rollouts.
Manage multiple technology systems and priorities simultaneously.
Adapt to changing technology environments and organizational needs.
Foster a cooperative and professional working environment.
Ability to handle and protect secure public safety information in accordance with department policies and applicable laws.
Ability to pass pre-employment checks and obtain CJIS Certification upon hire.

Responsibilities

Providing city-wide staff technology support with a focus on public safety departments, such as Fire and Police via telephone and email requests, analyzing issues, applying solutions via remote software, creating work orders, updating equipment library, analyzing broken equipment and software, providing wireless support, performing password resets, and field work if problem cannot be resolved remotely.
Managing multiple issues by designing and implementing solutions, establishing technology requirements, developing timelines, determining appropriate resources, and ensuring all testing requirements are met.
Providing Tier 2/Tier 3 support for users by engaging vendors to create, enhance, and modify existing technologies, upgrading technology, analyzing data and creating reports, training users, documenting instructions, coordinating activities with staff and departments, and researching new technologies.
Maintain application security and technology standards by addressing security issues, reviewing federal and state guidelines, and ensuring compliance with the strategic plan.
Performing administrative tasks within all systems and tools for client computers and user account management. This includes but is not limited to the following: Microsoft 365, Teams and SCM/MDM.
Working with various Public Safety devices such as, MDTs (Mobile Device Terminals), Axon Body Cameras, Cradlepoints, and CCTV.
Provision, configure, and deploy City-issued mobile devices, including iOS and Android, ensuring proper enrollment, compliance, security configuration, and lifecycle tracking in alignment with City mobile device management standards and Intune-based endpoint provisioning
Performing other related duties as assigned.

Benefits

Comprehensive medical, dental, and vision insurance + many other insurance options
Excellent retirement benefits, including a city provided 4.5% contribution each pay period into a 401(k) account and automatic enrollment into the North Carolina Local Government Employees’ Retirement System
Employer-paid health & wellness clinic
Free on-site city gym access
Paid sick and vacation leave + 13 paid holidays per year
6-weeks paid parental leave
Paid volunteer & blood donation leave to give back to our community
Flex schedule and telework availability, depending on your position
Professional development trainings & leadership initiatives
Tuition assistance benefits