Technical Support Specialist

City of Philadelphia • Philadelphia, PA

2h • $59,000 • Onsite

About The Position

The Technical Support Specialist is part of a collaborative team responsible for installing, configuring, and managing desktop and laptop computer systems. The role provides first-tier desktop support and participates in technology projects, including an Active Directory migration and a multi-factor authentication rollout. The specialist learns new technologies and helps develop processes for the team. The position reports to the Water Information Center Manager and supports services that affect Philadelphia residents.

The role is onsite and includes providing support to remote facilities through remote tools and travel. The successful applicant must provide a cover letter and resume, undergo a fingerprint background check under CJIS policy, and become a City of Philadelphia resident within six months of hire.

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 and 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 and time-management skills.
• Ability to meet multiple competing deadlines and overcome obstacles to deliver customer solutions.
• Ability to learn new technologies quickly.
• Knowledge of MS Office and other PC software, Adobe Acrobat, web browsers (Chrome, Internet Explorer, Firefox), Windows desktop operating systems, software licensing, printers, Remote Desktop, and VPN software.
• Submit a cover letter and resume.
• Undergo a fingerprint background check per CJIS policy.
• 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 documenting support requests in the incident tracking system.
• 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 and explain technical issues to end users.
• Troubleshoot Windows operating systems, printers, and installed software.
• Configure laptops and desktops by installing operating systems and updating 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.
• Participate in technology projects, including an Active Directory migration and multi-factor authentication rollout, and support the development of new team processes.

Benefits

• Comprehensive health coverage for employees and eligible dependents.
• Wellness program with 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 employees can receive free SEPTA transit through the SEPTA Key Advantage Program.
• Tuition discounts and scholarships through partnerships with area colleges and universities.

What This Job Offers

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