Technical Support Specialist

City of Philadelphia • Philadelphia, PA

16d • $60,000

About The Position

The Technical Support Specialist provides desktop and end-user technology support for DPD and PHDC, with primary responsibility for PHDC. The role troubleshoots hardware, software, application, peripheral, and connectivity issues; supports user access and training; and manages desktop technology assets throughout their lifecycle, including deployment, inventory, maintenance, replacement, and decommissioning. The specialist also coordinates vendor-supported repairs, warranties, equipment purchases, and technology projects. Work is performed under the general direction of the Information Technology Manager.

Requirements

• Bachelor’s degree with major coursework in Computer Science, Decision Science, Information Science, or a closely related field.
• 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.
• Any equivalent combination of education, training, and experience deemed acceptable by the Human Resources Office will be considered; the posting mentions completion of an associate’s degree as part of this equivalency.
• The successful candidate must be a City of Philadelphia resident within six months of hire.
• Submit a resume and cover letter; applications without a cover letter will not be considered.

Responsibilities

• Provide day-to-day technical support for DPD and PHDC users, with primary responsibility for 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 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 technology 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 IT hardware and software asset records and coordinate vendor-supported repairs, warranty services, maintenance, and equipment replacements.
• Support new-hire onboarding, employee transfers, 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.
• 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.
• Retirement savings options.

What This Job Offers

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