Technical Support Specialist

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.

Essential Functions

Customer Relations:

• Provide 1st tier support to customers
• Answer help desk calls and create tickets in incident tracking system documenting support requests
• Resolve assigned support tickets while keeping end user informed of the status of their request
• Provide support to remote facilities using both remote tools and traveling to various facilities
• Respond to end user inquiries by phone\email\chat
• Create clear and detailed documentation
• Explain technical issues to end users

Technical:

• Troubleshoot issues with Windows operating systems, printers, and installed software
• Configure laptops and desktops by installing operating system and updating needed drivers and firmware
• Create and deploy images for laptops and desktops
• Install software
• Determine technical issues to escalate to tier 2 & tier 3 to support customers

Competencies, Knowledge, Skills and Abilities

Skills:

• A+ Certification
• Ability to work independently and as a team member
• Excellent communication skills to translate technical language to non-technical personnel and customers
• Excellent customer service skills
• Excellent time-management skills
• Ability to meet multiple competing deadlines
• Ability to overcome obstacles to customer solutions to satisfy customers
• Ability to quickly learn new technologies

Knowledge Of:

• MS Office and other PC software
• Adobe Acrobat
• Web Browsers (Chrome, IE, Firefox)
• Windows desktop operating systems
• Software licensing
• Printers
• Remote Desktop
• VPN Software

 

• High School Diploma or GED
• Knowledge of PC hardware & A+ certification
• Minimum 2 years of experience in a Desktop Support role
• Must have a valid PA Driver’s License and the ability to lift 50 lbs.

NOTE:  Microsoft Certified Professional (MCP) Certification (Windows 10) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience

Salary Range: $45,000 - $59,000

Did you know?

● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents

● Our wellness program offers eligibility into the discounted medical plan

● Employees receive paid vacation, sick leave, and holidays

● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire

Please note that effective September 1, 2021, the City of Philadelphia is requiring all new employees to

present proof of vaccination against COVID-19.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race,

ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:

http://www.phila.gov/humanrelations/Pages/default.aspx