Job Description

Posting number: 20M00000101

Department: Information Technology

Job classification: Technology Specialist*

Posting type: Open

Categories: IT and Computers, Telecommunications, Miscellaneous

Are you Richmond R.E.A.D.Y?
Respect. E quity. Accountability. D iversity…you!!!

The City of Richmond Department of Information Technology is seeking to fill a Technology Specialist position. The incumbent in this position will provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides troubleshooting and support. Participates in the administration of ITSM systems. Provides phone and help-desk support for local and off-site users.

Our End User Services (EUS) team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology Team in RVA. As part of that team, you will have the opportunity to work with our support teams to identify and tackle the biggest opportunities and challenges at the City of Richmond, VA. Overall, our EUS team offers technology professionals incredible opportunities to learn from others across our IT Department(s), to challenge themselves, and to expand their technology careers.

Examples of duties

Primary 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 maximizeorganizational 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.

Qualifications

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 if 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 of the classification

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:

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

Supplemental information

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: 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 constraint. The essential duties of this classification may 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 working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.