Technology Experience Specialist
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, 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 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. 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. Your work behind the scenes enables the City to operate efficiently, respond quickly, and continue serving the community without interruption. Every device you deploy, issue you resolve, and system you support helps move our organization forward. Please note: City Council has approved a Living Wage increase, and the salary shown in this posting will take effect beginning July 1.
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
Responsibilities
- Provides city-wide staff technology support 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.
- 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.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
