Technology Support Specialist Senior
About The Position
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.
Requirements
- 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 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
Responsibilities
- 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
- Proactively engage with customers and training staff to identify upcoming support needs
- Serve as a technical escalation point for MSS staff when appropriate
- Participate in and support Dell, Panasonic, phone, modem, and other equipment refresh cycles, particularly those supporting training, special operations, and academy environments
- 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
- 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
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
