Technology Experience Analyst - Public Safety
City of Wilmington, NC
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Benefits offered by this job
Job summary
The City of Wilmington, NC is seeking an IT professional to analyze business needs, streamline workflows, and deliver technology solutions across departments. You will evaluate user requirements, research approaches, and implement programs and interfaces to shape how work gets done.
Responsibilities include hands-on user support, security compliance, and collaboration with stakeholders to reduce costs and improve processes. Evening meetings and after-hours involvement may be required.
Qualifications
- Bachelor's degree or higher in Information Technology or a closely related field and three years of IT experience.
- Associate Degree in Computer Science, Information Technology, or closely related field and five years of IT experience.
- High School Diploma and five to seven years of IT experience.
Responsibilities
- Provide city-wide staff technology support for public safety departments via telephone and email requests, remote solutions, work orders, equipment tracking, and on-site field support if needed.
- Design and implement technology solutions, establish requirements, develop timelines, allocate resources, and ensure testing is completed.
- Provide Tier 2/3 support with vendors to create, enhance, and modify technologies, upgrade systems, analyze data, train users, and document procedures.
Skills
Education
Tools
Job description
The City of Wilmington is an Equal Opportunity Employer.
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!
- 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.
- Bachelor's degree or higher in Information Technology or a closely related field and three (3) years of experience in information technology
- Associates Degree in Computer Science, Information Technology, or closely related field and five (5) years of experience in information technology
- 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.
- This position is primarily office-based, utilizing standard office equipment in a climate-controlled setting and adhering to applicable safety and ergonomic guidelines.
- The position functions in a fast-paced, collaborative, and public-facing municipal environment, involving interaction with elected officials, employees, community members, and external partners. Attendance at evening meetings and periodical after-hours community meetings, or emergency response are required.
- Office Work: Primarily sedentary, involving prolonged sitting, computer use, telephone and office equipment operation, and standard office tasks. Requires visual acuity, hearing, and manual dexterity for reviewing documents, analyzing data, and completing administrative responsibilities.
- General Requirements: The position involves occasional travel to meetings, evening events, or after-hours response. All work is performed in compliance with applicable State and Federal OSHA regulations, including hazard communication, personal protective equipment, and slip, trip, and fall prevention.
- Physical Demands: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly.
INCLUSION | COLLABORATION | CREATIVITY | ACCOUNTABILITY
Through forward-thinking policies and responsible stewardship, we are creating a better city every day with excellent core services and quality of life for all.
The City of Wilmington believes that employees are one of our most important resources. We offer an excellent salary and competitive benefits package to serve the needs of our employees and their families. Our benefits package includes:
- 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
The City offers two options for health coverage: a standard PPO plan and a High Deductible Health Plan with an associated Health Savings Account. Coverage becomes effective the first day of the month following hire for employees and their eligible dependents. Both you and the City contribute to the overall cost of coverage.
Coverage becomes effective the first day of the month following hire. Employees, their spouse and dependent children are eligible for coverage.
The city pays to provide coverage valued at one times your annual salary. Supplemental insurance is available for employees to purchase. Optional coverage for dependents is also available for purchase.
- NC Local Government Retirement System - All benefits eligible employees make a mandatory 6% contribution every pay period.
- Deferred Compensation – The city contributes an amount equal to 4.5% of the annual salary to a 401(k) plan regardless of employee contribution. Employees may choose to contribute additional money to the 401(k) or 457 deferred compensation plans, without a match from the City, within the IRS guidelines.
- Sick Leave - 12 days accrued each year
- Annual Leave - Accrual based on years of service and classification. Employees can earn from 10 to 24 days each year.
- Holidays - 13 paid holidays annually
- Paid Parental Leave - Six weeks of paid leave for the birth, adoption or placement of a child (must run concurrently with FMLA).
- Part-Time Employees will earn paid leave benefits on a pro‑rated basis.
- Tuition reimbursement
- Employee Assistance Program
- Short & Long Term Disability
- Cancer & Critical Illness
- Accident Insurance
- Whole Life Insurance
- Credit Union membership
- Access to City Fitness Center
Note: The City of Wilmington is on a bi-weekly pay cycle. New employees should expect to receive their first paycheck approximately 4 weeks after their start date.
This is intended to be a brief overview of the benefits offered. Please visit our website at https://www.wilmingtonnc.gov/Government/Departments-Divisions/Human-Resources/Benefits for more information.
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