Technical Support Specialist

Technical Support Specialist

Salary

$53,684.80 - $64,646.40 Annually

Location

City Hall Annex, 120 7th Street Northeast, Charlottesville (22902), VA

Job Type

Regular Full-Time

Job Number

260800028

Department

Information Technology Department

Opening Date

09/03/2026

Closing Date

9/14/2026 5:00 PM Eastern

Bargaining Unit

N/A

• Description
• Benefits
• Questions

General Summary

The Technical Support Specialist performs responsible technical work as the first point of contact to troubleshoot and facilitate timely and suitable resolution to Information Technology issues. Work is performed under general supervision of and reports to the IT Operations Manager.

This position may be eligible for a hybrid (partial telework) schedule following successful completion of a 6-month probationary period; however, this is not a fully remote position and regular in-person attendance for meetings, trainings, and operational needs is required.

The preferred hiring range for this position is between $25.81 - $31.08 an hour ($53,684.80 - $64,646.40 annually), with starting pay based on applicable education, experience, and internal equity. This full-time, non-exempt position offers a comprehensive benefits package, health insurance with employer contribution, employer-paid life insurance, gym membership reimbursement, tuition assistance, and professional development opportunities. This position is also eligible for the following leave and retirement benefits:

• Vacation Leave: 3.09 hours accrued bi-weekly (increases with YOS).

• Sick Leave: 4.62 hours accrued bi-weekly, approx. 120 hours per year with no limit on accumulation.

• 13 Paid Observed City Holidays

• 1 Floating Holiday which must be taken during the fiscal year (July 1 - June 30)

• Choice of retirement plan:

• Defined Benefit Pension Plan: Provides a monthly benefit upon retirement, calculated using a defined formula based on earnings history, years of service, and age. The plan includes a 5-year vesting period and requires an employee contribution of 5% of salary.

• Defined Contribution 401a Plan: Employer makes fixed contributions to an individual account, which are invested, and returns are credited to the account. The account balance is used to provide retirement benefits. Vesting occurs at 33% after one year, 67% after two years, and 100% after three years of service. No salary contribution is required.

• Voluntary 457 Deferred Compensation Plan

• Eligibility to purchase prior service credit under the Defined Benefit Plan

The City of Charlottesville manages its own retirement system and does not participate in VRS; however, a Portability Agreement is available for eligible employees. For additional details, please refer to the "Benefits" tab within this posting or visit the City's Employee Benefits webpage.

Essential Responsibilities and Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Provides technical assistance to personal computer users who make requests via telephone or email to the IT helpdesk.
• Researches and/or troubleshoots issues and resolves first and second tier IT service issues. Routes complex service requests to the Systems, Network, or Application Teams.
• Reviews, resolves, and documents assigned Helpdesk tickets in a timely manner.
• Installs and configures personal computers, software and peripheral equipment utilizing enterprise deployment/management tools such as SCCM.
• Performs maintenance and repairs on personal computers and serves as the point of contact for devices repaired by outside vendors.
• Provides information, explanations and instruction to resolve issues and to orient users with new hardware, software and security policies.
• Maintains accurate records for all services calls using Helpdesk system.
• Participates in the accomplishment of organizational, departmental, and workgroup goals and objectives.
• Performs new hire IT Security orientation for new employees.
• Remains knowledgeable about emerging desktop and mobile technologies.
• Ensures departmental policies and procedures are used/followed.
• Subject to being on standby call nights, weekends and/or holidays to respond to emergencies. Must have ability to be contacted and respond based on Departmental guidelines.
• Responsible for appropriate use and maintenance of City equipment, tools, and other resources, including work time.
• Regular and reliable attendance.

Other Duties

• Performs additional duties to support operational requirements as apparent or assigned.

Education, Experience and Skills

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• Associate's degree in a computer technology related subject area AND at least 1 year experience working in a computer help desk or similar environment.

OR

• High School diploma or GED AND at least 3 years of experience working in a computer help desk or similar environment.

OR

• 5 or more years of experience working in a computer help desk or similar environment.

OR

• An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

Preferred:

• Experience in IT support areas including:
• mass desktop deployment/management utilizing enterprise tools such as SCCM.
• computer virus/malware prevention and remediation.
• mobile device (iOS and Android).
• foundational knowledge in computer networking and telecom technologies.

Certifications/Licenses/Other Requirements:

• Must obtain and maintain a valid Virginia driver's license and acceptable driving record according to city criteria.
• Required to successfully pass a pre-employment background check and pre-employment drug screen.

Knowledge, Skills, Abilities and Other Characteristics:

Job Knowledge

• In-depth knowledge of personal computers and demonstrable expertise in the most current versions of Microsoft Windows and Microsoft Office.
• Knowledge of IT terminology, processes, and best practices.

Reading

• Intermediate: ability to read and understand written materials such as newspapers, magazines, technical journals, multi-step instruction manuals, and reference materials.

Writing

• Basic: ability to write simple letters, paragraphs and sentences containing subject, verb, and object, and/or series of numbers, names, and addresses.

Math

• Intermediate: ability to deal with number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement.

Communication Skills

• Basic: Establishes and maintains effective working relationships with co-workers, City staff, consultants and vendors. Provides standard information to others outside direct reporting relationships on procedures or general policies. Contact may require the consideration of different points of view to reach understanding and gain cooperation and acceptance of ideas.

Independence and Decision-Making

• Requires General Direction: normally performs the job by following general instructions or established standard operating procedures and/or policies. There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties. Performance is reviewed frequently.

Technical Skills

• Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Basic skill and ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required. Proficiency in the use of Microsoft Office applications and department software.

Fiscal Responsibilities

• No budgetary/fiscal responsibilities.

Supervisory Responsibilities

• No responsibility for direction or supervision of others.

Other Characteristics

• Organization and time management skills, sometimes under strict time constraints.
• Working closely with others as part of a team.
• Perform multiple tasks simultaneously.
• Ability to work in a fast-paced environment that requires regular skills enhancement.
• Ability to learn quickly and effectively utilize knowledge gained.
• Understands and maintains safeguards for sensitive and confidential information.
• Occasional travel required to attend training and conferences.
• May require emergency response.
• May be required to work additional hours outside of normal schedule, such as weekends, nights, and/or holidays.
• May require dealing with frustrated, and/or upset individuals.

Physical Conditions & Additional Information

Physical Demands:

• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to lift, carry, push, pull or otherwise move objects.
• Remains in a stationary position to a significant degree.
• Constantly operates or is involved in repairing computers.
• Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations
• Ability to observe details at close range (within a few feet of the observer).

Machines, Tools, Equipment, Software and Hardware:

• Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned.

Work Environment:

• Work is performed in office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust.
• The noise level is usually moderate.

The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) 970-3490 or hr@charlottesville.gov.

The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City's policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City's policy prohibiting employees from testing positive for marijuana.

SUMMARY OF EMPLOYEE BENEFITS

Updated February 9, 2026

Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits.

1. LEAVE:

Vacation: Need some time off? Use it, you earned it:

Years Worked

0 - <3

3 - <5

5 - <10

10 - <15

15 - <20

20 - <25

25+

Hours Accrued Biweekly

3.09

3.85

4.62

5.4

6.16

6.93

7.7

Sick: Under the weather? Earn 4.62 hours biweekly, approximately 120 hours a year, with no limit on accumulation to be used to care for yourself and qualifying family members.

Holidays: Enjoy 13 paid holidays per year. Including 1 Floating Holiday, which must be taken during the Fiscal Year (July 1 - June 30):

OBSERVED CITY HOLIDAYS

New Years Day

Dr. Martin Luther King Day

Presidents' Day

Liberation & Freedom Day

Memorial Day

Juneteenth Day

Independence Day

Labor Day

Veterans Day

Thanksgiving Day

Friday after Thanksgiving

Christmas Eve

Christmas Day

1 Floating Holiday

Volunteer Leave: Paid leave for participating in an authorized event as a volunteer, subject to Section 9-3, Code of Ethics & Conflicts of Interest. Regular full-time employees receive up to 8 hours and all regular part-time employees are eligible to receive pro-rated leave each available each calendar year.

2. INSURANCE:

Aetna Medical Plans: Coverage is effective on the first of the month following date of hire.

• Choose from two options:

• Select HMO with City-funded HRA ($0 premium for employee-only coverage)

• Choice POS ($13.02 biweekly premium for employee-only coverage)

• Prescription Card: ($10 generic, $30 lower cost name brand,$55 higher cost name brand, 20% up to $150 for specialty drugs)

• Mail Order Maintenance Prescription Drug Program ($20 generic, $60lower cost name brand, $110 higher cost brand) not available for specialty drugs)

Delta Dental Plan:

• Diagnostic and Preventative-100% of allowable charge; Basic Dental Care-80%; Major Dental Care- 50%
• Primary - $50 deductible, 80/20; Prosthetic and Complex Restorative -$50, 50/50
• $1,500 Annual benefit maximum
• $1,000 Orthodontic benefit (children to age 19)

MetLife Vision Plan: (Optional)

• $2.50 premium paid bi-weekly for employee-only coverage. Dependent care coverage also available.
• Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay
• $130 allowance for frames, after co-pay, plus additional discounts where accepted.

Life Insurance: In the event of your death, your beneficiary will receive twice your annual salary. Supplementary policies for you and your dependents are available.

Long-Term Disability: Upon approval for along-term illness or injury, you can receive up to 60% of your earnings after a 90-day wait period.

Voluntary Benefits: Accident, Critical Illness, Hospital Indemnity insurance; Short-Term Disability; Identity Theft Protection

3. RETIREMENT:

Pension:

• Choose from two (2) options:

• A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5-year vesting period and an employee contribution of 5% of salary.

• A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% vesting after three years of service. There is no required contribution from salary. (Note: the Defined Contribution retirement plan is the only plan available for Library employees).

Supplement: Deferred Compensation 457 available for you to invest your own money for additional retirement savings.

4. VOLUNTARY:

Wellness:

• Gym Membership Reimbursement Program (up to $34.00 per month)

• Bicycle Commuter Program: Reimbursement up to $20 per month for reasonable bicycle commuting expenses

• Online wellness resources and Lunch-and-Learn Sessions

Employee Assistance Program:

• A variety of confidential, personal professional services for you and your family available 24 hours a day.

Tuition Reimbursement:

• Up to $1,500 for job-related certificates, trade programs, undergraduate coursework or up to $3,000 for graduate level courses per fiscal year for career-related courses.

Flexible Spending Accounts:

• Expense accounts available for healthcare, dependent care and parking/mass transit.

01

Please indicate your highest level of education: (Your response must be verifiable in reference to the Education History section of your online application.)

• Bachelors degree or higher
• Associates degree
• High School Diploma
• None of the above

02

How many years of experience do you have working in a computer help desk, technical support, or similar environment? (Your response must be verifiable in reference to the Work History section of you online application.)

• No experience related to this position.
• Less than one (1) year.
• One (1) to less than three (3) years.
• Three (3) to less than five (5) years.
• Five (5) years or greater.

03

This position requires driving to perform essential job duties and requires a valid drivers license. The candidate selected for this position must meet the driver eligibility requirements of the City and must provide a certified copy of their DMV driving record. Do you possess a valid drivers license and are you willing to provide a certified copy of your DMV driving record, if selected as a finalist, for the City to confirm your driving eligibility?

• Yes; I possess a valid drivers license and am willing to provide a certified copy of my DMV driving record.
• No; However, I am willing and able to obtain a valid drivers license and am willing to provide a certified copy of my DMV driving record.
• No; I do not have a valid drivers license, nor am I willing or able to obtain one, and/or am not willing to provide a certified copy of my DMV driving record.

04

To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself.

• Yes
• No

05

I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application.

• Yes
• No

Required Question

Employer City of Charlottesville

Address P. O. Box 911

605 East Main Street

Charlottesville, Virginia, 22902

Phone (434) 970-3490

Website http://www.charlottesville.gov/jobs