Technical Support Specialist

City of Philadelphia • Philadelphia, PA

17h • $59,000 • Onsite

About The Position

The Technical Support Specialist works as part of a collaborative group responsible for installing, configuring, and managing desktop and laptop computer systems. The role provides desktop support and contributes to technology projects, including an Active Directory migration and a multi-factor authentication rollout. The specialist will learn new technologies and support the creation of new team processes. This position reports to the Water Information Center Manager and offers an opportunity to build technical knowledge while helping improve services for Philadelphia residents.

Requirements

• High school diploma or GED.
• Knowledge of PC hardware and A+ certification.
• At least 2 years of experience in a desktop support role.
• Valid Pennsylvania driver's license.
• Ability to lift 50 pounds.
• Ability to work independently and as a team member.
• Excellent communication skills, including the ability to translate technical language for 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 and satisfy customers.
• Ability to quickly learn new technologies.
• Knowledge of MS Office and other PC software.
• Knowledge of Adobe Acrobat.
• Knowledge of web browsers, including Chrome, Internet Explorer, and Firefox.
• Knowledge of Windows desktop operating systems.
• Knowledge of software licensing.
• Knowledge of printers, Remote Desktop, and VPN software.
• A cover letter and resume must be provided with the application.
• The successful applicant must submit to a fingerprint background check per CJIS policy.
• The successful candidate must become a City of Philadelphia resident within six months of hire.

Responsibilities

• Provide first-tier support to customers.
• Answer help desk calls and create tickets in the incident tracking system, documenting support requests.
• Resolve assigned support tickets and keep end users informed about request status.
• Support remote facilities using remote tools and by traveling to various facilities.
• Respond to end-user inquiries by phone, email, and chat.
• Create clear and detailed documentation.
• Explain technical issues to end users.
• Troubleshoot Windows operating systems, printers, and installed software.
• Configure laptops and desktops by installing operating systems and updating required drivers and firmware.
• Create and deploy images for laptops and desktops.
• Install software.
• Determine which technical issues should be escalated to tier 2 or tier 3 support.
• Participate in projects such as the Active Directory migration and multi-factor authentication rollout.

Benefits

• 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.
• Eligibility to participate in the Public Service Loan Forgiveness program.
• Eligible City employees can receive free SEPTA Key cards for public transportation through the SEPTA Key Advantage Program.
• Tuition discounts and scholarships through partnerships with colleges and universities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED