Technology Specialist

This opportunity is not to exceed a maximum compensation of $77,420 annually.

About the role

The City of Richmond Department of Information Technology is seeking a Technology Specialist to provide technical support and troubleshooting for network, desktop, and/or systems hardware and software. The role involves screening, referring, and diagnosing internal inquiries and work requests related to personal computers and related systems. The End User Services (EUS) team operates as a business partner, proposing ideas and innovative solutions to enable new organizational capabilities. This position is technical with people leadership and service delivery management responsibilities.

Incumbents serve as Essential employees, required to work during public emergencies, critical or hazardous conditions, or inclement weather. The role also requires serving on-call 24/7 to provide leadership for support and resolution of problems for critical systems and applications within the assigned City of Richmond portfolio.

Responsibilities

• Serve as the primary point of contact for end users seeking technical assistance and support.
• Respond to, troubleshoot, and resolve hardware, software, network, and system-related issues in a timely manner.
• Receive, log, prioritize, track, and document incidents and service requests within the IT service management system.
• Provide technical guidance, instruction, and support to users regarding IT systems, applications, and equipment.
• Diagnose and resolve technical problems through established troubleshooting procedures and best practices.
• Escalate complex or unresolved issues to appropriate IT support teams while maintaining ownership and communication of the ticket.
• Monitor incident and service request progress to ensure timely resolution and customer satisfaction.
• Install, configure, maintain, and support desktop computers, laptops, peripherals, mobile devices, and related equipment.
• Assist with user account administration, including password resets, access requests, and account provisioning/deprovisioning.
• Maintain accurate records of troubleshooting activities, resolutions, and knowledge base documentation.
• Communicate technical information clearly and professionally to users with varying levels of technical expertise.
• Support system implementations, upgrades, deployments, and maintenance activities as assigned.
• Identify recurring issues and recommend process improvements to enhance service delivery and reduce incidents.
• Adhere to departmental policies, security standards, and service level agreements (SLAs).
• Collaborate with other IT teams to ensure continuity of services and effective resolution of technical issues.
• Contribute to maintaining reliable technology services that minimize downtime and maximize organizational productivity.
• Deliver exceptional customer service while fostering positive relationships with users and stakeholders.
• Participate in training and professional development activities to maintain current technical knowledge and skills.

Requirements

Knowledge, Skills, and Abilities

• Knowledge of current desktop operating systems, hardware, software applications, and troubleshooting methodologies.
• Ability to diagnose and resolve technical problems while maintaining a high level of customer satisfaction.
• Ability to explain technical concepts and procedures to non-technical users.
• Ability to work in a fast-paced environment and meet established service-level expectations.
• Skilled in incident management, customer service, documentation, and technical support delivery.
• Ability to establish and maintain effective working relationships with employees, vendors, and stakeholders.

Minimum Training and Experience

• Associate's degree in computer science or related field, or completion of core college curriculum, Information Systems courses.
• Two years of end-user support and network equipment experience if the focus area is end-user support.
• Related hardware and software support experience.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications.

Preferred Training and Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting cloud-based technologies, including Microsoft 365 and Azure environments.
• Experience supporting remote users and hybrid work environments.
• Knowledge of cybersecurity best practices and endpoint protection solutions.
• Experience with device deployment, imaging, and endpoint management tools.
• Familiarity with ITIL service management principles and best practices.
• Experience developing and maintaining technical documentation and knowledge base articles.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• ITIL® Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate
• HDI Support Center Analyst (HDI-SCA)
• Google IT Support Professional Certificate
• Certified Help Desk Technician (CHDT)

Licensing, Certifications, and Other Special Requirements

• CompTIA A+ certification must be obtained within twelve (12) months of employment if not already held.

Benefits

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Work Environment

Working conditions may include exposure to travel within and outside the City of Richmond, hazardous physical conditions (e.g., mechanical parts, electrical currents, vibrations), atmospheric conditions (e.g., fumes, odors, dusts, gases, poor ventilation), inadequate lighting, intense noise, and environmental hazards such as disruptive people or threatening environments.

Physical Requirements

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraints. Essential duties require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The role is considered sedentary, exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects.