Technical Support Specialist

Job Description

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

Qualifications

• 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

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

Additional Information

Salary Range cannot exceed $60,000

Important: To apply, candidates must provide a cover letter and a resume.

Work Setting: in-person (onsite)

The successful applicant will be required to submit to a fingerprint background check per CJIS policy.

Discover the Perks of Being a City of Philadelphia Employee:
•    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
•    Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
•    Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
•    Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*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 [email protected].

Compensation: N/A to 60000 (USD) (YEARLY)