Technology Experience Analyst

City of Wilmington, NC

Experience: 3+ yrs
Location: Wilmington, North Carolina, United States
Job type: Full-time

Required skills

Identity and Access Management
Collaboration platforms
Endpoint management
System administration
Enterprise computing environments
Technology security practices
Vendor management
Reporting and analytics

About the role

About the Department

One City. Smarter Solutions. Real Impact.

Be the driving force behind smarter, more efficient operations. In this role, you’ll partner with departments across the organization to analyze business needs, streamline workflows, and turn ideas into impactful technology solutions. From evaluating user requirements and researching innovative approaches to implementing programs and system interfaces, you’ll play a key role in shaping how work gets done.

You’ll collaborate with stakeholders, assess costs, and manage vendor partnerships to deliver solutions that make a real difference. Along the way, you’ll provide hands-on user support, recommend enhancements, and contribute to meaningful conversations that move the organization forward.

If you enjoy solving complex problems, improving processes, and making technology work better for people—this is your opportunity to make an impact!

Position Duties

Determine business units' operational objectives by studying their functions, workflows and future plans; gathering information; evaluating output requirements and formats.
Manage multiple issues by designing and implementing solutions, establishing technology requirements, developing timelines, determining appropriate resources, and ensuring all testing requirements are met.
Provide Tier 2/Tier 3 support for users by engaging vendors to create, enhance, and modify existing applications, upgrading applications, analyzing data and creating reports, training users, documenting instructions, coordinating activities with staff and departments, and researching new technologies.
Maintain application security and technology standards by addressing security issues, reviewing federal and state guidelines, and ensuring compliance with the strategic plan.
Monitor project progress by tracking activity; analyzing and resolving problems, publishing progress reports, and recommending actions.

Minimum Qualifications

Required Qualifications:

Education and Experience:

Bachelor's degree or higher in Information Technology or a closely related field and three (3) years of experience in information technology
OR
Associates Degree in Computer Science, Information Technology, or closely related field and five (5) years of experience in information technology
OR
High School Diploma and a minimum of five (7) years of experience in information technology.

Other Requirements:

Valid Driver's License.

Knowledge of:
• Work requires broad knowledge in a general professional or technical field.
• Enterprise technology platforms including identity and access management, collaboration platforms, endpoint and device management systems, and infrastructure technologies.
• System administration concepts including user account management, system configuration, and troubleshooting.
• Enterprise computing environments and the integration of hardware, software, and network resources.
• Technology security practices related to user access, system permissions, and operational technology systems.
Skilled in:
• Troubleshooting hardware, software, and system issues across enterprise technology platforms.
• Managing user accounts, permissions, and system configurations.
• Supporting enterprise collaboration and productivity tools.
• Researching and evaluating technology solutions and system improvements.
• Communicating effectively with technical staff, vendors, and non-technical users.
• Supporting a wide variety of computer applications and technology platforms.
Ability to:
• Diagnose technical issues and coordinate solutions with vendors, departments, and IT staff.
• Maintain documentation related to system configurations, procedures, and support practices.
• Support system implementations, upgrades, and technology rollouts.
• Manage multiple technology systems and priorities simultaneously.
• Adapt to changing technology environments and organizational needs.
• Foster a cooperative and professional working environment.

Note: A driving and criminal history check is required. Selected candidate will also be required to complete a post-offer drug screen.

Other Qualifications

PHYSICAL DEMANDS: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.

WORKING CONDITIONS: This position generally works in an office setting.

About City of Wilmington, NC

Provides municipal services and local governance to Wilmington residents.

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