Technical Support Specialist
About The Position
The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.
Requirements
- High School Diploma or GED
- Knowledge of PC hardware & A+ certification
- Minimum 2 years of experience in a Desktop Support role
- Must have a valid PA Driver’s License and the ability to lift 50 lbs.
- A+ Certification
- Ability to work independently and as a team member
- Excellent communication skills to translate technical language to 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 to satisfy customers
- Ability to quickly learn new technologies
- MS Office and other PC software
- Adobe Acrobat
- Web Browsers (Chrome, IE, Firefox)
- Windows desktop operating systems
- Software licensing
- Printers
- Remote Desktop
- VPN Software
Nice To Haves
- Microsoft Certified Professional (MCP) Certification (Windows 10) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience
Responsibilities
- Provide 1st tier support to customers
- Answer help desk calls and create tickets in incident tracking system documenting support requests
- Resolve assigned support tickets while keeping end user informed of the status of their request
- Provide support to remote facilities using both remote tools and traveling to various facilities
- Respond to end user inquiries by phone\email\chat
- Create clear and detailed documentation
- Explain technical issues to end users
- Troubleshoot issues with Windows operating systems, printers, and installed software
- Configure laptops and desktops by installing operating system and updating needed drivers and firmware
- Create and deploy images for laptops and desktops
- Install software
- Determine technical issues to escalate to tier 2 & tier 3 to support customers
Benefits
- Comprehensive health coverage for employees and their eligible dependents
- Wellness program offers eligibility into the discounted medical plan
- Paid vacation, sick leave, and holidays
- Generous retirement savings options are available
- Public Service Loan Forgiveness program eligibility
- Free Commute on SEPTA (SEPTA Key Advantage Program)
- Tuition Discounts and Scholarships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
