Technology Experience Specialist

Job Overview

One City. One Team. Technology That Connects Us All.

Behind every email sent, every phone call answered, and every City service delivered is technology that keeps Wilmington moving—and the people who make it all work.

As a member of our Information Technology team, you'll help support and maintain the systems that City employees rely on every day. From troubleshooting computers and phone systems to installing new equipment and collaborating with vendors and fellow IT professionals, you'll play a hands‑on role in ensuring technology is reliable, secure, and ready to serve our community.

If you enjoy solving problems, working with people, and making a tangible impact through technology, this is your opportunity to be part of something bigger.

Technology powers nearly every service the City provides. In this role, you'll help keep employees connected, systems running smoothly, and essential services accessible to residents. Your work behind the scenes enables the City to operate efficiently, respond quickly, and continue serving the community without interruption. Every device you deploy, issue you resolve, and system you support helps move our organization forward.

Please note:
City Council has approved a Living Wage increase, and the salary shown in this posting will take effect beginning July 1.

• Provides city-wide staff technology support via telephone and email requests, analyzing issues, applying solutions via remote software, creating work orders, updating equipment library, analyzing broken equipment and software, providing wireless support, performing password resets, and field work if problem cannot be resolved remotely.
• Distributes new computers and peripherals by creating new images for new PC's, customizing new PC for user, distributing computers, removing old PC, and tracking information in database.
• Repairs, upgrades and maintains computers and related equipment by troubleshooting, applying software installations/upgrades, documenting resolutions, ordering replacement parts, and analyzing cause of error to prevent future issues.
• Maintains inventory by updating database with new inventory, creating a file with computer information, ensuring licensing and warranties are updated, and preparing old equipment for sale.
• Operates and performs administrative tasks within all systems and tools for client computers and user account management. This includes but is not limited to Office 365, Teams and SCCM/MDM.
• Serves in a rotation, as the Standby Specialist, responsible for responding to all priority service desk calls. Working primarily in a lone capacity, evaluating, and resolving priority technology issues after normal working hours. Also determines when additional personnel are required to perform the task in an acceptable time frame.
• Performs other related duties as assigned.

• Associate’s degree in information systems or a related field and one (1) year of relevant experience in providing routine technical supports, or an equivalent combination of education, experience, and training that allows for the performance of the essential functions.

• Valid US drivers license
• Knowledge of basic principles of computer technology
• Knowledge of current hardware and software technological advances and trends in the data processing field.
• Skilled in troubleshooting, analyzing problems, and taking appropriate action
• Ability to work on-call on evenings and weekends
• Ability to communicate and foster a cooperative and professional culture

This position is primarily office-based, utilizing standard office equipment in a climate-controlled setting and adhering to applicable safety and ergonomic guidelines.

The position functions in a fast-paced, collaborative, and public-facing municipal environment, involving interaction with elected officials, employees, community members, and external partners. Attendance at evening meetings and periodical after-hours community meetings, or emergency response are required.

• Office Work: Primarily sedentary, involving prolonged sitting, computer use, telephone and office equipment operation, and standard office tasks. Requires visual acuity, hearing, and manual dexterity for reviewing documents, analyzing data, and completing administrative responsibilities.
• General Requirements: The position involves occasional travel to meetings, evening events, or after-hours response. All work is performed in compliance with applicable State and Federal OSHA regulations
  , including hazard communication, personal protective equipment, and slip, trip, and fall prevention.
• Physical Demands: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly.