Technical Support Specialist (Revenue)

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact - The work you do here matters to millions. 
Growth - Philadelphia is growing, why not grow with it? 
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well-being.

The Office of Innovation and Technology (OIT) oversees most major technology projects for the City of Philadelphia, ensures continuity of the City's technology operations, and finds new ways to help the public interact meaningfully with technology. OIT uses technology to help City employees do their work better and helps residents get what they need from municipal government. Additionally, OIT offers an innovation service portfolio focused on developing municipal government’s capacity for creativity and innovation.

Job Description

This is primarily a deskside and remote desktop support position. It encompasses hardware, software, and technology environment support for Windows endpoints and their peripherals, along with a limited amount of first-contact support for executive clients. 

Customer Relations:
•    Receive incident and information request calls from the customers for IT services, and service that call either by resolving on point of contact or passing the call to the most appropriate person for resolution.
•    Keep customers informed of the progress of their queries.
•    Professional customer service skills.

Essential Functions
•    Must be resourceful and able to take initiative in a dynamic environment.
•    Ability to effectively and efficiently troubleshoot technical problems.
•    Advanced knowledge of current Microsoft desktop operating systems.
•    Familiarity with Exchange, Office 365; ability to support end-users in a wide variety of Office 365 and related tools.
•    Advanced knowledge of computer hardware.
•    Familiarity with network troubleshooting.
•    Multi Factor Authentication Troubleshooting
•    Intermediate knowledge of Active Directory 
•    Keep abreast of new development in technology within the Division of Technology so that the customers can be assisted with problems resolution at point of contact.
•    Provide Remote Assistance for Incidents and Requests 
•    Ability to complete field tasks which include desktop deployments, desktop troubleshooting, basic network troubleshooting and printer installation, including relocating equipment up to 25 lb. 

Competencies, Knowledge, Skills and Abilities
•    
Work independently and as a team member within established policies and procedures.
•    Meet commitments.
•    Solicit customer feedback to help improve services.
•    Work with clients to evaluate and solve technical problems
•    Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes

Knowledge Of:
•    Principles of quality assurance, performance monitoring and the ways in which a commitment to a customer focus can be practically demonstrated.
•    Principles of equality and the ways in which they can be demonstrated in every aspect of the Unit’s work.
•    Strong written and oral communication skills.

Qualifications

Associates Degree or greater. 
Knowledge of PC hardware  (A certification or equivalent preferred) 
Minimum 5 years’ experience in a Help Desk or Desktop support environment

Additional Information

Salary Range: $50,000 - $55,000 

Starting salary to be determined based on experience and qualifications. 

Important: To apply, candidates must provide a cover letter and a resume.

Did you know?
●    We are a Public Service Loan Forgiveness Program qualified employer
●    25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
●    We offer Comprehensive health coverage for employees and their eligible dependents
●    Our wellness program offers eligibility into the discounted medical plan
●    Employees receive paid vacation, sick leave, and holidays
●    Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire. 

Please note that effective September 1, 2021, the City of Philadelphia is requiring all new employees to present proof of vaccination against COVID-19. 

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx