Technology Experience Specialist - Public Safety

City of Wilmington; Wilmington (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

City of Wilmington is hiring for an IT Support role focused on providing city-wide technology assistance to employees, with emphasis on public safety departments. You will troubleshoot, image deployments, inventory management, and mobile device administration to keep critical systems reliable and secure.

Candidates should have an Associate's degree in information systems or related field and at least 1 year of practical experience.

Qualifications

• Associates degree plus 1 year of relevant technical support experience or equivalent.
• Strong troubleshooting and problem-solving skills are required.
• Ability to communicate professionally and work with diverse teams.

Responsibilities

• Provide city-wide staff technology support focused on public safety departments via phone and email.
• Create and deploy images for new PCs, customize devices for users, and track inventory in the database.
• Repair, upgrade, and document computer hardware/software, order parts, and analyze errors to prevent recurrences.
• Deploy city-issued mobile devices and ensure compliance with City security and MDM requirements.
• Handle after-hours standby support and respond to priority technology issues as needed.

Skills

Troubleshooting

Remote support

Customer service

Mobile devices

Education

Associate's degree in information systems or related field

Tools

Office 365

Teams

SCCM/MDM

Job description

One City. One Team. Technology That Connects Us All.

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.

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. 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

Education/Experience:

• 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

Other Requirements:

• 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

Preferred Qualifications:

• 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.

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.