About the Department

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

Behind every email sent, every phone call answered, 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 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.

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. Your work behind the scenes enables the City to operate efficiently, respond quickly, and continue serving the community without interruption. Every device you deploy, issue you resolve, and system you support helps move our organization forward.

**Please note: City Council has approved a Living Wage increase, and the salary shown in this posting will take effect beginning July 1.**

Position Duties

Provides city-wide staff technology support 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.
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.
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.

Minimum Qualifications

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

Other Qualifications

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.

Benefits

Health Benefits are offered to employees working at least 30 hours per week.

Health Insurance - 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.

Dental Insurance - Coverage becomes effective the first day of the month following hire. Employees, their spouse and dependent children are eligible for coverage.

Life Insurance - 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.

Retirement:
- 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.

Paid Leave (offered to employees working at least 1,000 hours annually*):
- 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.

Miscellaneous:
- Tuition reimbursement
- Employee Assistance Program

- Short & Long Term Disability

- Cancer & Critical Illness

- Accident Insurance

- Whole Life Insurance
- Credit Union membership

Note: The City of Wilmington is on a bi-weekly pay cycle. New employees should expect to recieve their first paycheck approximately 3 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.**

Supplemental Questions

Each applicant must complete this supplemental questionnaire as a part of the application screening process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within the application?

I understand that for my application to be considered, I must thoroughly complete the work experience and education portions of the application form to demonstrate my qualifications for this job. Entering "N/A' or "See Resume/Application" does not qualify as an acceptable response.

How many years of experience in providing technical support do you have?

I have no experience
less than 1 year
1 year to less than 3 years
3 years to less than 5 years
5 years to less than 10 years
10 years or more

Please identify the company/agency/organization where you gained the experience described in question #3. Note: These employers must be listed in the work history section on your employment application to receive credit. Entering "N/A' or "See Resume/Application" does not qualify as an acceptable response.

Please list any relevant IT certifications.

Which best describes your highest level of education in Information Systems or a related field?

High School Diploma or GED
Some College
Associate's Degree
Bachelor's Degree
Master's Degree
Doctorate Degree
None - N/A

Do you have a valid US Drivers License?

If hired, the typical work schedule is Monday through Friday; however, the shift may vary based on operational needs. Employees in this position are also required to participate in an on-call rotation. Please acknowledge that you understand this.

The hiring salary for the position is posted on the job posting. Salary determination is supported by budget availability and qualifications of the candidate to maintain internal equity. Please acknowledge that you understand this process.

Required Question

Agency Information

Employer: City of Wilmington
Address: PO Box 1810

929 N. Front Street, 11th Floor

Wilmington, North Carolina, 28401
Phone: 910-341-7840
Website: http://www.wilmingtonnc.gov/jobs

Technology Experience Specialist