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 to various internal and external departments. Interacting with a wide variety of people (staff and public) with varying degrees of technical or communication skills. Replacing and installing various computer equipment such as memory cards, power supplies, monitors, etc. Using network switches and cabling. ABILITIES:Demonstrated abilities in adapting, analyzing, and paying attention to detail. Following standard procedures and established practices. Multi-tasking, problem solving, and working effectively in teams. 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:The ideal candidate will have knowledge of Windows Operating Systems, and Microsoft office products as well as excellent troubleshooting and performance analysis skills while working with varying audiences from highly technical engineers, to developers and architects, as well as executive-level management. Technical skills:Strong communication skills with the ability to support users with varying technical backgrounds Ability to maintain and review work orders and documentation. Proficiency in replacing and installing hardware components. Experience working with network switches, cabling, and basic connectivity troubleshooting. The preferred candidate will have experience supporting Windows 11 and Microsoft 265 in a enterprise environment. Ability to create technical documenations such as Knowledge Base articles and training materials. Experience with Microsoft Active Directory, ITIL/ Service Management, or Tier 2/3 support. Strong customer service aptitude in a high-volume Service Desk or call center environment. Experience with SCCM, SCSM, Intune, or similar enterprise management tools. MCSE, Comp. TIA A , etwork , or equivalent certifications. Experience with Windows 11 imaging, deployment, and performance troubeshooting. Experience with IP Telephony and VOIP sytems. LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS: Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire (check with specific area of focus for more details) Americans with Disabilities Act Requirements 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. Equal Employment Opportunity Statement The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica. McKenzie@RVA. GOV. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training. The City of Richmond Values Veterans. We are an official V 3 Certified Company. The City of Richmond is a proud partner with the US Army Partnership for Your Success Pa. YS Program.