Technical Support Specialist

Job Description

The Technical Support Specialist plays a key role in supporting desktop, mobile, endpoint management, and automotive diagnostic technologies used by Department of Fleet Services (DFS) staff. The position provides first- and second-level technical support for hardware, software, connectivity, user access, and device-related issues. Responsibilities also include supporting Microsoft Intune, Active Directory, Entra ID (Azure AD), Group Policy, Microsoft 365, Windows devices, and specialized Fleet diagnostic technologies, while assisting with device deployments, basic scripting, technical documentation, IT projects, and implementation of reliable technology solutions.

Essential Functions

• Must be resourceful, self-motivated, and able to take initiative while working independently or as part of a team.
• Diagnose and resolve advanced hardware, software, networking, mobile device, and vehicle diagnostic hardware/software issues.
• Support and administer Windows endpoints using Microsoft Intune, including device enrollment, application deployment, configuration, compliance, and troubleshooting.
• Perform user, computer, group, and device administration within Active Directory and Microsoft Entra ID (Azure AD).
• Assist with Group Policy (GPO) troubleshooting, testing, and implementation for Fleet devices and users.
• Utilize basic PowerShell scripting and command-line tools for user/device management, reporting, troubleshooting, and repetitive administrative tasks.
• Support Windows 10/11 deployments, updates, patching, device replacements, and technology lifecycle management.
• Follow DFS IT practices, including TDX – Team Dynamix, technical documentation, asset tracking, software licensing, and established IT procedures.
• Support specialized Fleet technology, including vehicle diagnostic laptops, tablets, diagnostic applications, and related hardware.
• Analyze and troubleshoot system/application, authentication, connectivity, and access-related issues and coordinate with Citywide IT when necessary.
• Assist with IT projects, technology deployments, system upgrades, and coordination with outside vendors.
• Maintain effective communication with DFS staff, management, vendors, and Citywide IT professionals and respond promptly to customer and operational needs. Maintain effective communication with DFS staff, management, vendors, and Citywide IT professionals and respond promptly to customer and operational needs.

Qualifications

• Minimum of two (2) years of experience providing network and application support services to end users
• Experience Administering Microsoft based systems as a shared responsibility, Active Directory, GPOs, and related enterprise management systems
• Experience working in a large government agency preferred.
• Ability to complete a successful background check upon hire.
• Any equivalent combination of education and experience determined to be acceptable by the IT Director.

Competencies, Knowledge, Skills and Abilities
Working or basic knowledge of:

• Windows 10/11 and Windows Server environments
• Microsoft 365 / Office 365
• Microsoft Intune and endpoint management
• Active Directory and Microsoft Entra ID (Azure AD)
• Group Policy (GPO)
• Basic PowerShell scripting and task automation
• User, group, computer, and device administration
• Application deployment, patching, and device compliance
• Basic networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and Ethernet
• Hardware, software, mobile devices, and vehicle diagnostic technology support
• IT asset management, software licensing, and technical documentation

Additional Information

Salary Range: $61,000-$71,000

Salary Range cannot exceed $71,000

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: 61000 to 71000 (USD) (YEARLY)