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CLT Center, United States of America
Onsite
Welcome to the City of Charlotte
Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.
Our guiding principles include:
Attracting and retaining a skilled and diverse workforce
Valuing teamwork, openness, accountability, productivity, and employee development
Providing all customers with courteous, responsive, accessible, and seamless quality services
Taking initiative to identify, analyze, and solve problems
Collaborating with stakeholders to make informed decisions
SUMMARY
The Technology Support Specialist-Lead will assist in leading the Airport technology, technical support team to provide excellent customer service and resolve technical issues for customers and tenants at The CLT Airport.
ESSENTIAL DUTIES and RESPONSIBILITIES:
• Ensure customer needs are serviced in a timely, competent and customer service focused manner.
• Assist with training of Technology Support technicians.
• Respond to support phone calls while on shift, with a rotating schedule.
• Contribute to improving customer support by actively responding to queries and addressing concerns through an efficient ticketing system.
• Work as a unit to establish best practices for the technical support process and help build documentation libraries.
• Follow up with customers to identify service delivery standards and potential improvement opportunities.
• Assist in maintaining daily/weekly/monthly reports on the help desk team’s productivity.
• Escort vendors or external technical partners to areas of the airport that require designated access. Personnel may need to be escorted to support current technology or repair/replacement as needed.
• Potentially become involved in projects supporting overall technology initiatives that require after hours support and collaboration.
• May require some driving in a City vehicle.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES:
• Excellent interpersonal skills and a demonstrated ability to interact effectively with all levels of staff at The CLT Airport.
• Ability to communicate directives to the support team.
• Competence managing the team's workload through utilization of the work order system.
• Excellent organizational skills, with the ability to prioritize multiple tasks.
• Develop, analyze, and revise procedures.
• Ability to meet deadlines and work in an environment of heavy pressures and changing priorities.
• Demonstrated oral and written communication skills with ability to compose written correspondence and reports.
• Demonstrated experience with computerized systems, database management MS Office Suite, or other application to analyze and manipulate data.
• Ability to use independent judgment to take immediate action.
• Ability to troubleshoot problems and develop creative solutions.
• Resourceful, self-directed, with the ability to flourish in a fast-paced and demanding work environment.
• Be a self-starter with a strong technical background and high customer service standards.
• Problem-solving with ability to motivate the team to achieve stated goals.
• Ensure high-quality technical support and increase client satisfaction of internal/external customers.
LEAD RESPONSIBILITIES:
• Provide oversight of Airport help desk employees and contracted technical support counterparts. Oversee staff performance.
• Collaborate with internal stakeholders and peers to address issues affecting tenants and airlines operational issues.
MINIMUM QUALIFICATIONS:
• High School Diploma or GED plus 5 years of relevant experience OR
• Associate degree plus 3 years of relevant experience OR
• Bachelor's Degree plus 1- year of relevant experience
PREFERRED QUALIFICATIONS:
• Lead or supervisory experience.
• Technical background with a focus on hardware experience.
• Ability to communicate technological language and information to non-tech. partners.
• Experience working in a fast-paced, dynamic environment.
• Strong ability to collaborate with business partners.
WORKING CONDITIONS AND PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ADA and Other Requirements
Positions in this class typically require sitting, standing, and walking throughout the airport terminal.
Physical Requirements:
• Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, climbing, or walking extended periods of time.
• Light to moderate lifting and carrying; some crouching, stooping, squatting, crawling, reaching, pushing, and pulling when performing tasks
• Adequate vision, hearing, and speech required
• Some use of power tools for mounting, installing, or removing equipment and/or related peripherals relating to technology. Personal Protective Equipment (PPE) is provided.
Sensory Requirements:
• Concentrated and attentive use of one or more senses (visual, audio, and other sensory modalities) for proof reading, data entry, tabulating data
• Ability to operate in an environment with frequent interruptions
• Comprehend written information in work related documents
• Ability to hear, understand and distinguish speech
ADDITIONAL INFORMATION:
This job description is not intended to be and should not be construed as an inclusive list of all the responsibilities, skills, or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties at any time. This job description does not constitute a written or implied contract of employment.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.
CONDITIONS OF EMPLOYMENT
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Our culture is to serve the community honorably.
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 self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.
For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.
The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.
BENEFITS
The City of Charlotte provides a comprehensive benefits package to eligible employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.