NEOGOV · 1 day ago
Technology Support Specialist I
Roanoke, VA
Full-time
Onsite
Entry Level
$50K/yr - $80K/yr
2+ years expThe City of Roanoke is seeking a Technology Support Specialist I to provide basic level technical support to all City employees as part of the City’s Information Technology Help Desk. The role involves assisting users with IT support requests, maintaining computer equipment, and ensuring excellent customer service.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provides basic level end user IT support to users on requests and issues via phone, remote support tools and in person
Provides assistance to higher-level support team staff
Installs, repairs and services computer equipment
Prioritizes and assesses user needs and provides support accordingly
Provides first class customer service ensuring that all customers are treated efficiently and in an appropriate manner
Accurately track and record all work history in ticket tracking system and communicate call status to customers via voice mail, e-mail, or in-person communication
Performs maintenance, upgrades and deployment of software and computer hardware
Qualification
Required
High school diploma or general education degree (GED) supplemented by technical courses or seminars in information systems technology, computer science or related fields
Two or more years related experience and/or training in Desktop Support environment; or equivalent combination of education and experience
Possession of a valid appropriate driver's permit issued by the Commonwealth of Virginia
Must pass CJIS background check both prior to hiring and on an ongoing basis
Ability to respond effectively to inquiries or complaints orally and in writing
Ability to communicate technical concepts to technical and non-technical audiences
Ability to negotiate and resolve conflicts
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to interpret and deal with an extensive variety of variables
Ability to think logically
Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals
Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
Must have experience in a first call resolution focused environment
Must have working knowledge of imaging, setup, repair and configuration of Microsoft and Apple hardware
Must have working knowledge of Microsoft Windows operating systems, Microsoft Office and the ability to troubleshoot related issues accordingly
Must have experience with Active Directory administration
Must have working knowledge in the configuration and troubleshooting of network printers, scanners and other peripherals
Must have the ability to prioritize tasks and effectively complete assignments within an estimated time frame
Must be willing to work outside normal work hours and respond to both routine and emergency situations on call
Preferred
CompTIA A+ or equivalent technical certification preferred
Complies with the CJIS security standards and training within the first six months of assignment and maintain compliance requirements
Benefits
Paid leave is time off from work available for use by an employee upon approval by supervisor.
Extended Illness Leave: shall accrue at the rate of six (6) hours per month.
Funeral Leave: for family, up to three consecutive days.
Military Leave: Twenty-one work days per Federal fiscal year.
Holidays: The City provides 96 hours of annual paid holiday time.
Mental Health & Well-Being Leave: Employees receive 24 hours (Fire Suppression receives 34 hours) of Mental Health & Well-Being Leave upon hire.
Health Insurance: Four coverage types are available: Employee only, Employee + 1 Child, Employee + Spouse and Family.
Dental Insurance: Four coverage types are available: Family, Employee and Spouse, Employee and Child, and Employee only.
Life Insurance: Paid by the City at no cost to employees.
Optional Life Insurance: Paid by the employee.
Long Term Disability Insurance: Designed to provide a monthly benefit to assist employees with bills and maintaining a standard of living when disabled as a result of a covered sickness or injury.
Retirement: Employees contribute 5% of salary and choose between participating in a traditional defined benefit plan or a hybrid program.
Defined Benefit Pension Plan: Normal retirement after 55th birthday.
Hybrid Program: Provides the characteristics of the traditional pension plan with that of a deferred compensation plan.
Retirement Health Savings Plan: All employees contribute 1% of salary to a 401(h) health savings account.
Deferred Compensation: Employees may voluntarily contribute salary deferred dollars into a City Sponsored 457 Plan.
Flexible Spending Account: Allows employees to set aside pre-tax dollars from their pay checks to pay for child care and/or medical and dental expenses not covered by the City's health care or dental plans.
Virginia College Savings Plan: Two plans to choose from at a reduced application fee.
Employee Health Services: The City employee health services provides medical care for employees, retirees, and eligible spouses.
Employee Assistance Program (EAP): Support services available to assist employees facing life challenges.
Vision Insurance: Paid by the Employee.
Voluntary Benefits: Critical Illness, Accident Insurance and Hospital Indemnity Insurance is offered by The Hartford.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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