Technology Experience Analyst - Public Safety

City-of-Wilmington,-Nc; Wilmington (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

City of Wilmington, NC is seeking an IT professional to analyze business needs, support enterprise tech, and coordinate with departments and vendors. The role focuses on improving workflows, security, and user support across public safety and other city functions.

Responsibilities include managing user accounts, devices, and system configurations, while ensuring compliance with policies. Office-based role with CJIS considerations and ongoing technology updates.

Qualifications

• Bachelor's or higher in IT or closely related field with relevant IT experience.
• Experience with enterprise technology platforms and security practices.
• Familiarity with system administration concepts and IAM.

Responsibilities

• Provide Tier 2/3 support for enterprise technology users.
• Collaborate with departments and vendors to implement solutions.
• Maintain security standards and compliance with guidelines.
• Configure and manage City-issued devices and accounts.
• Document system configurations and support procedures.

Skills

Enterprise platforms

System administration

User and device management

Vendor coordination

Technical troubleshooting

Documentation

Education

Bachelor's degree in IT

Associate degree in IT

High school diploma with IT experience

Tools

Microsoft 365

Teams

SCM/MDM

Job 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!

• 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.

Education and Experience:

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.

Other Requirements

• Valid US Driver's License with an acceptable driving record

Knowledge of:

• 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.

Skilled in:

• 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.

Ability to:

• Diagnose technical issues and coordinate solutions with vendors, departments, and IT staff.
• Maintain documentation related to system configurations, procedures, and support practices.
• Supporting 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.

Other Necessary Requirements

• 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.