Technology Support Specialist

The City of Roanoke is seeking a Technology Support Specialist I to provide basic level technical support to all City employees as part of the City’s Information Technology Help Desk and support team. The Help Desk serves as a single point of contact for all City employees on technical IT support. This position will be embedded in the Police Department and requires the ability to provide first‑class customer support and effectively assess and prioritize user needs.

Possession of a valid driver’s permit issued by the Commonwealth of Virginia. Must be willing to work outside normal work hours and respond to both routine and emergency situations on call.

The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.

To elevate the performance of the organization, we are committed to respecting, celebrating, and embracing the collective mixture of differences and similarities among our employees as a rich tapestry. Our behaviors will demonstrate open communication, and we will seek opportunities to learn, recognizing and rewarding actions that promote acceptance while suspending judgment. By doing this, we foster an inclusive, open work environment that delivers excellent service and creates a more vibrant and inviting community.

This is a non‑exempt position.

The Technology Support Specialist I is responsible for providing basic level technical support to all City employees as part of the City’s Information Technology Help Desk and support team. The City’s Information Technology Help Desk serves as a single point of contact in the department for all City employees on technical IT support. Ability to provide first‑class customer support as well as effectively assess and prioritize user needs is essential.

• Provides basic level end user IT support to users on requests and issues via phone, remote support tools and in person.
• Provides assistance to higher‑level support team staff.
• Installs, repairs and services computer equipment.
• Prioritizes and assesses user needs and provides support accordingly.
• Provides first‑class customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Accurately tracks and records all work history in ticket tracking system and communicates call status to customers via voicemail, email, or in‑person communication.
• Performs maintenance, upgrades and deployment of software and computer hardware.
• Possession of a valid appropriate driver’s permit issued by the Commonwealth of Virginia.
• Must be willing to work outside normal work hours and respond to both routine and emergency situations on call.

This job has no supervisory responsibilities.

Must pass a CJIS background check both prior to hiring and on an ongoing basis.

High school diploma or general education degree (GED) supplemented by technical courses or seminars in information systems technology, computer science or related fields; two or more years related experience and/or training in Desktop Support environment; or equivalent combination of education and experience.

Must possess a valid appropriate driver’s permit issued by the Commonwealth of Virginia. CompTIA A+ or equivalent technical certification preferred. Complies with the CJIS security standards; training within the first six months of assignment and maintain compliance requirements.

Ability to respond effectively to inquiries or complaints orally and in writing. Ability to communicate technical concepts to technical and non‑technical audiences. Ability to negotiate and resolve conflicts.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret and deal with an extensive variety of variables. Ability to think logically.

Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals. Must effectively manage time to ensure customer…