Technology Experience Specialist - 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. One Team. Technology That Connects Us All. Behind every email sent, every phone call answered, every emergency response coordinated, and every City service delivered is technology that keeps Wilmington moving—and the people who make it all work. As a member of our Information Technology team, you'll help support and maintain the systems that City employees rely on every day. From troubleshooting computers and phone systems to installing new equipment, supporting mobile device terminals (MDTs), and collaborating with vendors and fellow IT professionals, you'll play a hands-on role in ensuring technology is reliable, secure, and ready to serve our community. This position provides technical support across the organization, including critical public safety operations within our Police and Fire departments. You'll help maintain technology that supports first responders, and ensure mission-critical systems remain available when they matter most. If you enjoy solving problems, working with people, and making a tangible impact through technology, this is your opportunity to be part of something bigger. Why This Position Matters: Technology powers nearly every service the City provides. In this role, you'll help keep employees connected, systems running smoothly, and essential services accessible to residents. You'll support the technology that enables Police officers and Fire personnel to respond effectively, while safeguarding sensitive public safety information and maintaining the tools they depend on every day. Every device you deploy, issue you resolve, and system you support helps move our organization forward and strengthens the City's ability to serve the community safely and efficiently.

Requirements

Associate’s degree in information systems or a related field and one ( 1 ) year of relevant experience in providing routine technical supports, or an equivalent combination of education, experience, and training that allows for the performance of the essential functions.
Valid US drivers license
Knowledge of basic principles of computer technology
Knowledge of current hardware and software technological advances and trends in the data processing field.
Skilled in troubleshooting, analyzing problems, and taking appropriate action
Ability to work on-call on evenings and weekends
Ability to communicate and foster a cooperative and professional culture
Ability to handle and protect secure public safety information in accordance with department policies and applicable laws.
Ability to pass a pre-employment checks and obtain CJIS Certification upon hire.

Nice To Haves

Experience in one or more of the following areas is preferred, but not required: Working with Mobile Data Terminals (MDTs) or similar field-based technology.
Working with and supporting secure or sensitive public safety information and systems.

Responsibilities

Provides 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.
Distributes new computers and peripherals by creating new images for new PC's, customizing new PC for user, distributing computers, removing old PC, and tracking information in database.
Repairs, upgrades and maintains computers and related equipment by trouble shooting, applying software installations/upgrades, documenting resolutions, ordering replacement parts, and analyzing cause of error to prevent future issues.
Working with MDTs (Mobile Device Terminals).
Maintains inventory by updating database with new inventory, creating a file with computer information, ensuring licensing and warranties are updated, and preparing old equipment for sale.
Deploys city-issued mobile devices to end users, ensuring proper handoff, onboarding guidance, and confirmation of compliance with City security and MDM requirements.
Operate and perform administrative tasks within all systems and tools for client computers and user account management. This includes but is not limited to the following: Office 365, Teams and SCCM/MDM.
Serves in a rotation, as the Standby Specialist, responsible for responding to all priority service desk calls. Working primarily in a lone capacity, evaluating, and resolving priority technology issues after normal working hours. Also determines when additional personnel are required to perform the task in an acceptable time frame.
Performs 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