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Philadelphia

    Technical Support Specialist - Philadelphia, United States - City of Philadelphia

    City of Philadelphia
    City of Philadelphia Philadelphia, United States

    2 weeks ago

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    Description
    Company Description

    Philadelphia, a top-tier city attracting exceptional talent, offers a remarkable environment to establish a career. From its vibrant arts scene and rich historical background to its culture of determination and resilience, there are numerous reasons that make living and working here truly fulfilling. With a workforce exceeding 30,000 individuals and featuring over 1,000 diverse job categories, the City of Philadelphia presents endless possibilities to create a significant impact.
    When it comes to employees, the City of Philadelphia values inclusivity, honesty, creativity, empowerment, and strong work ethic above all. We provide a dynamic workplace, comprehensive healthcare benefits, and the opportunity for professional growth and success. If you are interested in joining a dedicated team of individuals passionate about shaping the future of Philadelphia, you've come to the right place.

    Job Description

    Technical Support Specialist
    The Technical Support Specialist plays a crucial role in enhancing the use of technology within the Philadelphia Police Department. Situated in a recently renovated facility with a cutting-edge tier 3 data center, you will be part of a forward-thinking technology support team. In this position, you will deliver first and second-level troubleshooting and tech-related assistance in person, over the phone, and through electronic channels. The role involves providing desktop support to 6,500 Police department staff, aiding in the establishment of support policies for a sustainable infrastructure benefiting all staff, and contributing to software and system analysis, planning, and implementation. Please note that due to the Public Safety and Law Enforcement operational demands 24/7/365, this role might entail working non-standard hours including rotating shifts, nights, weekends, and holidays. Your adaptability and dedication to maintaining productivity during various shifts will be crucial for the team's success.

    Essential Functions
    • Customer Relations: Manage service requests and IT service inquiries through our IT Service Management platform, providing resolutions directly or escalating to the appropriate resource for swift solutions. Monitor incident and request progress from start to resolution and keep customers informed throughout the process.
    • Technical: Deliver Tier 1 tech support for hardware and application issues, act as a bridge between our office and external partners to ensure proper support for managed systems, perform computer and peripheral configuration and installation, conduct network cabling and patching, analyze complex problems and escalate to senior technicians, collaborate with internal IT teams for issue resolution, provide on-site support, and maintain accurate inventory levels in our IT Asset management system.
    Competencies, Knowledge, Skills and Abilities
    • Proficiency in modern computing technologies and applications, ability to work independently and collaboratively, effective communication of technical concepts to non-technical individuals, adherence to procedures and deadlines, prompt response to customer requests, collection of customer feedback for service improvement, handling challenging customer interactions, strong communication, problem-solving, and IT support skills, familiarity with quality assurance, performance monitoring, and customer service principles, knowledge of Service Management best practices, ability to lift and move computing equipment.
    Qualifications
    • High School Diploma, GED, or equivalent, A+ Certified Preferred, basic network protocol knowledge (TCP/IP, Wi-Fi, VPN, FTP, SSH, etc.), minimum 2 years of experience in a Service Desk environment.
    Additional Information

    Salary Range: $50,000 - $55,000

    Initial salary offer based on experience and qualifications.

    Discover the Benefits of Joining the City of Philadelphia Team:

    • Comprehensive health coverage for employees and their dependents

    • Wellness program eligibility with discounted medical plan

    • Paid vacation, sick leave, and holidays

    • Generous retirement savings options

    • Student loan forgiveness program eligibility for qualifying employees

    • Free Commute on SEPTA for eligible employees starting September 1, 2023

    • Tuition discounts and scholarships for City employees, spouses, and dependents
    Join the City of Philadelphia today and enjoy these remarkable benefits designed to enhance your financial well-being and personal growth.

    *The selected candidate must be a city of Philadelphia resident within six months of employment.
    Effective May 22, 2023, vaccinations are no longer required for new non-medical, non-emergency, or non-patient facing City of Philadelphia employees. Mandatory vaccinations only apply to positions involving patient-facing medical care.

    The City of Philadelphia is an Equal Opportunity Employer and prohibits discrimination based on various factors. If you believe you have faced discrimination, reach out to the Philadelphia Commission on Human Relations.
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