Technology Specialist (Dit) - End-User Division

City Of Richmond Richmond , VA 23234

Posted 2 months ago


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.

This position is a technical position with people leadership and service delivery management.

Primary Responsibilities:

  • To help the End User Services, which provides 24x7 technical support and services for the COR including all Executives and their direct reports and other high-profile clients in a manner that is above all standards.

Duties include but are not limited to

  • Helping the End User Services, which provides 24x7 technical support and services for the CoR including all Executives and their direct reports and other high-profile clients in a manner that is above all standards;

  • Demonstrating strong business and customer service knowledge, ability to learn quickly and build effective relationships to effectively support the CoR IT team; strong verbal and written communication and be able to make quick decisions to ensure continuity and service;

  • Relying on a network of team members across IT and via several vendor relationships to ensure our clients get immediate answers and resolution made within the SLA limits, and have knowledge of ITIL framework and standard SDLC processes;

  • Managing and maintaining computer hardware: monitors, peripherals, A/V equipment, laptops, Moves/ Add/ Changes;

  • Understanding and knowledge of leading ITAM / CMDB tools;

  • Having hands-on, practical experience with the implementation, operation, and maintenance of one or more major MDM products;

  • Having a broad knowledge of asset/CI discovery tools, both agent-based and agentless;

  • Working with telephony equipment, such as TLS, MPLS, T1, T3, Frame Relay, ISDN, VoIP, Ethernet, hubs, switches, and CISCO and/or Avaya PBX.

  • Maintaining Cisco Unified Communications systems;

  • Understanding of the Public Safety grade of service for mobile radio, and wireline commercial telecomm systems, and evolving commercial data technologies. ;

  • Researching historical call data or locating information for internal and external customers;

  • Possessing demonstrated computer/automation experience with a fundamental knowledge of LAN, WAN technologies and Internet protocols and Fiber Optic Networks (FON).

Incumbents serves as an Essential employee, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather

The incumbent in this position is required to serve on-call 24 hours/7 days a week to provide leadership for the support and resolution of problems for critical systems and applications within the assigned City of Richmond portfolio.

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Technology Specialist (Dit) - End-User Division

City Of Richmond