Technical Support Specialist
About The Position
The Technical Support Specialist works as 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 create new support processes. The position reports to the Water Information Center Manager and supports services for Philadelphia residents. The role is an in-person, onsite position. The successful applicant must submit to a fingerprint background check under CJIS policy and become a City of Philadelphia resident within six months of hire. Candidates must provide a cover letter and resume.
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 lbs.
- Ability to work independently and as a team member.
- Excellent communication skills, including translating technical language for non-technical personnel and customers.
- Excellent customer service skills.
- Excellent time-management skills.
- Ability to meet multiple competing deadlines and overcome obstacles to customer solutions.
- Knowledge of MS Office and other PC software, Adobe Acrobat, web browsers (Chrome, IE, Firefox), Windows desktop operating systems, software licensing, printers, Remote Desktop, and VPN software.
- A cover letter and resume are required to apply.
- Successful applicant must submit to a fingerprint background check per CJIS policy.
- Successful candidate must become a City of Philadelphia resident within six months of hire.
Nice To Haves
- Microsoft Certified Professional (MCP) Certification (Windows 10) or an associate degree in Information Technology or Computer Technology may substitute for any of the listed experience.
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 of request status.
- Support remote facilities using remote tools and by traveling to facilities.
- Respond to end-user inquiries by phone, email, and chat.
- Create clear, 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 required drivers and firmware.
- Create and deploy laptop and desktop images.
- Install software.
- Determine which technical issues to escalate to tier 2 and tier 3.
- Participate in projects such as the Active Directory migration and multi-factor authentication rollout, learning new technologies and supporting the creation of team processes.
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.
- Free SEPTA public transportation through the SEPTA Key Advantage Program for eligible City employees.
- Tuition discounts and scholarships through partnerships with area colleges and universities, with savings of 10% to 40% on educational expenses.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
