Technical Support Specialist

City of Philadelphia • Philadelphia, PA

15d

About The Position

The Technical Support Specialist provides desktop and end-user technology support for the Philadelphia Department of Planning and Development (DPD) and the Philadelphia Housing Development Corporation (PHDC), with primary responsibility for PHDC. The role troubleshoots hardware, software, applications, peripherals, and connectivity; assists with user access and training; and manages desktop technology assets throughout their lifecycle, including deployment, inventory, maintenance, replacement, and decommissioning. The position also coordinates vendor-supported repairs, warranties, equipment purchases, and technology projects. Work is performed under the general direction of the Information Technology Manager.

The role supports users through the TeamDynamix service management system, email, remote support tools, and in-person assistance. It provides support for desktop and peripheral equipment, Microsoft 365, VPNs, network resources, audio/visual systems, and conferencing technologies. The specialist also supports onboarding, employee moves and departures, workstation changes, technology refreshes, software rollouts, and other IT initiatives in coordination with DPD, PHDC, OIT, and vendors.

The City of Philadelphia employs more than 25,000 people across over 1,000 job categories. Its Office of Innovation & Technology (OIT) is the City’s central IT agency and oversees major information and communications technology initiatives. The City states that the successful candidate must be a Philadelphia resident within six months of hire. Applications must include a resume and cover letter; applications without a cover letter will not be considered.

Requirements

• Bachelor’s degree with major coursework in Computer Science, Decision Science, Information Science, or a closely related field; equivalent combinations of education, training, and experience acceptable to the Human Resources Office may be considered.
• Two years of experience providing technical support in a desktop support, help desk, or end-user computing environment, including troubleshooting and resolving hardware, software, operating system, application, peripheral, and connectivity issues.
• Experience installing, configuring, imaging, deploying, maintaining, and replacing desktop and laptop computers and related equipment.
• Experience using service management or ticketing systems to document, track, prioritize, and resolve incidents and service requests.
• Experience maintaining IT asset inventory and supporting equipment lifecycle activities, including deployment, assignment, replacement, retirement, and decommissioning.
• Experience coordinating hardware repairs, warranties, equipment replacements, and other vendor-supported services.
• Successful candidate must be a City of Philadelphia resident within six months of hire.
• Applications must include a resume and cover letter.

Responsibilities

• Provide day-to-day technical support to DPD and PHDC users, primarily supporting PHDC.
• Respond to and manage incidents and service requests through TeamDynamix, email, remote support tools, and in-person support.
• Support laptops, desktops, monitors, docking stations, printers, scanners, televisions, and other peripheral equipment.
• Diagnose and resolve hardware, software, operating system, application, peripheral, printing, and end-user connectivity issues.
• Perform advanced troubleshooting of complex or recurring issues and escalate to OIT, vendors, or other technical teams when necessary.
• Assist users with system access, password issues, Microsoft 365 applications, VPN connectivity, network resources, and other supported technologies.
• Configure, install, and test workstations, printers, and software applications to meet user and departmental needs.
• Manage the desktop hardware lifecycle, including procurement, deployment, maintenance, and decommissioning in accordance with City standards.
• Serve as the primary contact for vendor repair and maintenance contracts.
• Maintain accurate hardware and software asset records and coordinate repairs, warranty services, maintenance, and equipment replacements with vendors.
• Support new-hire onboarding, employee transfers and offboarding, workstation moves, office relocations, and recovery and reassignment of IT equipment.
• Provide user training and support audio/visual and conferencing technologies for hybrid and remote meetings.
• Participate in desktop refreshes, equipment deployments, software rollouts, hardware upgrades, asset inventory initiatives, and other IT projects with DPD, PHDC, OIT, and external vendors.
• Perform other related technical support duties assigned by the Information Technology Manager.

Benefits

• Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees, and sometimes spouses and dependents, in partnership with area colleges and universities
• Comprehensive health coverage for employees and eligible dependents
• Wellness program with eligibility for a discounted medical plan
• Paid vacation, sick leave, and holidays
• Generous retirement savings options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level