Technical Support Specialist

City of Philadelphia • Philadelphia, PA

6d

About The Position

The Technical Support Specialist provides basic and first-level IT support to City of Philadelphia customers. The role uses knowledge of multiple technologies, services, PC software, and operating systems to resolve customer issues, explain technical matters to nontechnical personnel, and meet service commitments. The specialist works independently and as part of a team within established policies and documented procedures.

The position installs, configures, maintains, and supports computers, mobile devices, peripherals, user accounts, Microsoft 365 applications, and basic network connectivity. It supports remote and on-site employees, responds to and monitors service requests through resolution, and escalates issues when appropriate. The role also contributes to technical documentation and keeps current with technology developments within the Division of Technology.

The successful candidate must be a City of Philadelphia resident within six months of hire. Applications must include a resume and cover letter.

Requirements

• Knowledge of PC hardware and A+ certification.
• Minimum of 2 years of experience in a Desktop Support organization.
• Valid Pennsylvania driver's license.
• Ability to lift 50 pounds.
• Basic customer service skills.
• Good communication, problem-solving, and application-support skills.
• Ability to explain technical issues to nontechnical personnel.
• Ability to work independently and as a team member within established policies and procedures.
• Ability to work within standard documented procedures and meet commitments.
• City of Philadelphia residency within six months of hire.
• Submit a resume and cover letter; applications without a cover letter will not be considered.

Nice To Haves

• Budget and procurement business-process knowledge is a plus.
• An MCP certification for Windows 7 or an associate degree in Information Technology or Computer Technology may substitute for the stated experience.

Responsibilities

• Receive IT incident and information-request calls, resolve issues at the point of contact when possible, or route them to the appropriate person.
• Monitor calls from inception through resolution and keep customers informed of progress.
• Escalate calls to the Service Desk Manager using predefined procedures.
• Prioritize and escalate calls based on the business impact of reported problems.
• Resolve as many calls as possible at tier 1 and clearly define problems for tier 2 and tier 3.
• Provide first-line incident resolution for IT problems outside agreed targets.
• Install, configure, and maintain desktops, laptops, monitors, printers, docking stations, and other IT equipment.
• Create, modify, disable, and troubleshoot user accounts and access permissions in Active Directory and other systems.
• Assist users with password resets, account lockouts, multifactor authentication, and authentication issues.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Provide basic support for mobile devices, printers, scanners, conference-room equipment, and other peripherals.
• Troubleshoot basic network connectivity, Wi-Fi, VPN, and IP configuration issues.
• Assist with device imaging, configuration, deployment, and replacement.
• Provide support for remote and on-site employees as needed.
• Maintain and contribute to technical documentation, knowledge-base articles, and troubleshooting procedures.
• Keep abreast of technology developments within the Division of Technology to assist customers with problem resolution.
• Respond promptly to customer needs, solicit feedback to improve services, and manage difficult or emotional customer situations.

Benefits

• Public Service Loan Forgiveness Program-qualified employer.
• Tuition discount program for City employees, and sometimes their spouses and dependents, through area colleges and universities.
• Comprehensive health coverage for employees and eligible dependents.
• Wellness program eligibility for a discounted medical plan.
• Paid vacation, sick leave, and holidays.
• Retirement savings options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed