Technology Support Specialist
Job description
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Function
Major Duties and Responsibilities
- Manage Airport help desk contracted technical support personnel & evaluate staff performance
- Ensure customer service is timely & accurate daily
- Assist with training of Tech Help technicians
- On your shift, answer rotation cell phone calls for support.
- Maintain customer service standards
- Contribute to improving customer support by actively responding to queries & handling complaints through ticketing system
- Establish best practices through entire technical support process & help build documentation libraries
- Follow up with customers to identify areas of improvement
- Help maintain daily / weekly / monthly reports on help desk team’s productivity
- Provide customer feedback to appropriate internal teams
Knowledge, Skills & Abilities
- Degree in Computer Science / Business Administration / related field
- Excellent interpersonal skills & demonstrated ability to interact effectively with all levels of staff within CLT Airport
- Experience leading support team
- Managing team workload through work order system
- Excellent organizational skills in order to prioritize multiple tasks / develop / analyze / revise procedures / meet deadlines / work in environment of heavy pressures & changing priorities
- Demonstrated oral / written communication skills & ability to compose correspondence / reports
- Demonstrated experience with computerized systems / database management / spreadsheet / word-processing programs to manipulate data & create reports
- Ability to use independent judgment & initiative to accomplish tasks
- Ability to troubleshoot problems & develop creative solutions
- Resourceful / self-directing / ability to flourish in fast-paced & demanding work environment
- Be a self-starter / strong technical background / customer service experience
- Problem-solving with ability to motivate team to achieve specific goals
- Ensure high quality technical support & increase client satisfaction to internal / external customers
- Valid driver’s license in state of residency
- Ability to obtain & maintain City driving permit
- Certain convictions will disqualify individuals from unescorted access privileges, and therefore; exclude from employment
Preferred Qualification
- Associates degree
- Two years of experience in technical support leadership
- Previous supervisory experience
Minimum Qualifications
Conditions of Employment
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
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