Technology Specialist

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T****uition Assistance Program

Description

Are you Richmond R.E.A.D.Y?

Respect. Equity. Accountability. Diversity…**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.

This position is a technical position with people leadership and service delivery management. Incumbents serve as Essential employees, 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.

Duties include but are not limited to

Primary Responsibilities

• Serve as the first point of contact for technical issues, delivering high-quality Service Desk and call center intake support.
• Diagnose and resolve moderately complex issues involving Windows 11 workstations, Microsoft 365, account access, and enterprise applications.
• Provide remote support using approved tools, prioritizing first-call resolution.
• Travel to field sites when hands-on troubleshooting is required.
• Deliver exceptional support to City executives, department leadership, and high-profile users.
• Collaborate with cross-functional IT teams and vendors to resolve incidents within SLA expectations.
• Manage and maintain end-user hardware including laptops, monitors, peripherals, A/V equipment, and Move/Add/Change requests.
• Support Mobile Device Management (MDM) platforms for enrollment, configuration, compliance, and troubleshooting.
• Utilize asset discovery tools (agent- based and agent less) to support ITAM and CMDB accuracy.
• Participate in the daily operation of ITSM systems, ensuring accurate ticket documentation and workflow adherence.
• Apply advanced diagnostic techniques to identify root causes and recommend solutions.

Qualifications, Special Certifications and Licenses

KNOWLEDGE SKILLS AND ABILITIES:

KNOWLEDGE:

• Strong understanding of Windows-based PCs, including installation, configuration, and troubleshooting.
• Familiarity with Microsoft Office Suite and common enterprise applications.
• Ability to instruct users on new or upgraded software.
• Experience setting up workstations, peripherals, and software packages.

SKILLS

• Demonstrated skills in maintaining and reviewing work orders
• Communicating