Technical Support Specialist

City of Philadelphia • Philadelphia, PA

2d

About The Position

The Technical Support Specialist provides basic and first-level IT support to City of Philadelphia customers. The role requires familiarity with multiple technologies and service providers, PC software and operating systems, and mobile devices. The specialist independently and collaboratively works within established policies and documented procedures, explains technical issues to nontechnical personnel, and meets service commitments.

The position installs, configures, maintains, and supports computers, peripherals, accounts, access permissions, Microsoft 365 applications, mobile devices, and basic network connections. It also assists with device imaging, configuration, deployment, replacement, and support for remote and on-site employees. The specialist responds to customer needs, seeks feedback to improve service, and handles difficult customer situations professionally.

The role receives and monitors IT incident and information-request calls, resolves issues at first contact when possible, keeps customers updated, and escalates calls according to predefined procedures. It prioritizes and escalates incidents based on business impact, resolves as many issues as possible at tier 1, and provides clear problem definitions for tier 2 and tier 3. The successful candidate must become a City of Philadelphia resident within six months of hire. Salary cannot exceed $60,000.

Requirements

• Knowledge of PC hardware.
• A+ certification.
• At least two years of experience in a desktop support organization; a Microsoft Certified Professional (MCP) certification for Windows 7 or an associate degree in Information Technology or Computer Technology may substitute for the stated experience.
• Valid Pennsylvania driver's license.
• Ability to lift 50 pounds.
• Basic customer service skills.
• Knowledge of quality assurance, performance monitoring, and practical customer-focused service.
• Knowledge of equality principles and how to demonstrate them in the work of the unit.
• Knowledge of ITIL Service Management principles.
• Ability to communicate technical issues to nontechnical personnel and work independently and as part of a team within established policies and procedures.

Nice To Haves

• Budget and procurement business-process knowledge.

Responsibilities

• Receive IT incident and information-request calls, resolving issues at the point of contact when possible or routing them to the appropriate person.
• Monitor calls from inception to 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 provide clear problem definitions for tier 2 and tier 3.
• Carry out first-line incident resolution for IT problems outside agreed targets.
• Keep current with technology developments within the Division of Technology to assist customers with problem resolution.
• 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, MFA, 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.
• Maintain and contribute to technical documentation, knowledge-base articles, and troubleshooting procedures.
• Assist with device imaging, configuration, deployment, and replacement.
• Support remote and on-site employees as needed.
• Solicit customer feedback to help improve services and manage difficult or emotional customer situations.

Benefits

• Public Service Loan Forgiveness Program-qualified employer
• Tuition discount program of 25% for City employees, and sometimes spouses and dependents, through partnerships with 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
• Generous retirement savings options

What This Job Offers

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