Technology Experience Specialist - Public Safety
City of Wilmington, NC
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Benefits offered by this job
Job summary
City of Wilmington, NC is seeking an IT Support Specialist to provide city-wide technical assistance, focusing on public safety departments and frontline users. You will troubleshoot, image and deploy PCs, manage devices, and support Office 365 and SCCM/MDM environments.
You'll work in a fast-paced, public-facing municipal setting, with occasional after-hours standby and on-call responsibilities. A related associate degree and one year of experience are required.
Qualifications
- Associate’s degree in information systems or a related field and one 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.
Responsibilities
- Provides city-wide staff technology support via telephone and email requests, analyzing issues and applying solutions via remote software.
- Distributes new computers and peripherals by creating new images for new PCs and tracking information in database.
- Repairs, upgrades and maintains computers and related equipment; documents resolutions and orders parts as needed.
- Deploys city-issued mobile devices to end users and ensures compliance with City security and MDM requirements.
- Operates and performs administrative tasks within systems and tools for client computers and user account management (Office 365, Teams, SCCM/MDM).
Skills
Education
Tools
Job description
The City of Wilmington is an Equal Opportunity Employer.
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.
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.
- 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.
- 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.
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.
- 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
After the closing date for this position, applications will be screened by Human Resources. Applicants who meet the minimum and/or preferred qualifications will be referred over to the hiring department. All updates regarding an application can be viewed through your applicant portal.
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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