Associate Systems Engineer

Job Description

Essential Functions

Customer Relations:

• Provide tier 1 and 2 support to customers.
• 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 using remote tools.
• Respond to end user inquiries by phone\email\chat.
• Create clear and detailed documentation.
• Explain technical issues to end users.
• Assist junior support staff with resolving higher level issues.
• Participate in project teams to ensure tasks are completed on time.
• Take ownership of endpoint replacement process.

Technical:

• Troubleshoot problems 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, maintain, and update software as necessary.
• Interact with vendors’ technical support desk.
• Determine when issues need to be escalated to tier support of application vendors.

Qualifications

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

Competencies, Knowledge, Skills and Abilities

• 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 interpersonal skills
• Excellent time-management and prioritization skills
• Ability to meet multiple competing deadlines
• Ability to overcome obstacles to customer solutions to satisfy customers
• Ability to quickly learn new technologies
• MS Office and other PC software
• Adobe Acrobat
• Web Browsers (Chrome, IE, Firefox)
• Windows desktop operating systems
• Software licensing
• Printers and scanners
• Remote Desktop
• VPN Software

Additional Information

Salary Range: $65,000-$74,907

Salary cannot exceed $74,907

All applications must include a cover letter. Applications without a cover letter will be considered incomplete. 

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
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

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