Technology Support Specialist Senior

Date Opened: Monday, December 15, 2025 12:00 AM

Close Date: Monday, December 22, 2025 12:00 AM

Department: Innovation and Technology Department

Salary: $68,455.00 - $85,569.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The City of Charlotte’s Innovation & Technology Department is seeking an experienced Technology Support Specialist Senior to provide advanced Tier 2 technical support for public safety agencies, including Police, Fire, and related training and special operations environments. This role supports critical technology systems that enable first responders to train, communicate, and operate effectively.

The Senior Technology Support Specialist works with a higher degree of independence than the Technology Support Specialist and serves as a trusted technical resource for complex issues, specialized environments, and high-impact operational needs. Daily priorities are provided at a high level by a Technology Support Coordinator, with the expectation that this role can independently execute work, anticipate needs, and support junior staff when required.
This position is primarily assigned to the Public Safety Training Academy (PFTA) and related facilities, with flexibility to support other public safety locations based on operational needs.

Key Responsibilities

Daily

• Provide advanced Tier 2 technical support for laptops, desktops, phones, modems, printers, basic AV systems, tablets, and peripheral equipment

• Monitor and respond to support requests, phone calls, and emails, resolving issues efficiently and professionally

• Support classroom, conference room, and event-related technology needs at the training academy, including setup, troubleshooting, and diagnostics

• Maintain accurate asset, configuration, and support documentation

Weekly / Ongoing

• Proactively engage with customers and training staff to identify upcoming support needs

• Serve as a technical escalation point for MSS staff when appropriate

Annually

• Participate in and support Dell, Panasonic, phone, modem, and other equipment refresh cycles, particularly those supporting training, special operations, and academy environments

As Needed

• Support Police Special Operations and other high-impact public safety functions

• Provide support for PSAP and backup 911 communications locations as required

• Participate in after-hours work, testing, and call-backs to support critical systems and events

Essential Duties & Responsibilities

• Provide advanced troubleshooting and problem resolution for hardware, software, and network-connected devices

• Analyze specifications for new hardware and software; conduct testing and validation as needed

• Implement operating system upgrades and technology refresh projects in coordination with vendors, technicians, and customers

• Create and maintain task sequences for department-specific configurations

• Work with endpoint management teams to ensure devices remain compliant with policies and standards

• Maintain and support testing solutions used by Fire and Police training programs

• Test and deploy updates to enterprise workstations

• Generate detailed documentation for technical resolutions, configurations, and procedures

• Provide technical guidance and informal training to staff and customers as needed

• Perform related duties as required to support operational success

Supervisory Responsibilities

• This position does not have formal supervisory authority

• May provide day-to-day technical guidance, mentoring, or work direction to Technology Support Specialists or temporary