Technical Support Specialist

Position Summary

• Appreciate the basics of multiple technologies and services from different technologies and service providers.
• Demonstrate keyboard skills and a good understanding of PC software and operating systems e.g., MS Windows, MS Office, Mainframe, SQL, Linux, Eclipse, AirWatch
• Apply classroom knowledge to working environment in order to provide basic & 1st level support to customers.
• Ability to use Android devices, Samsung, iPhones, iPads, MacBook's
• Work independently and as a team member within established policies and procedures.
• Explain technical issues to nontechnical personnel.
• Work within standard documented procedures.
• Meet commitments.
• Install, configure, and maintain desktops, laptops, monitors, printers, docking stations, and other IT equipment.
• Create, modify, disable, and troubleshoot user accounts and access permissions in Active Directory and other systems.
• Assist users with password resets, account lockouts, MFA, and authentication issues.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Provide basic support for mobile devices, printers, scanners, conference-room equipment, and other peripherals.
• Troubleshoot basic network connectivity, Wi-Fi, VPN and IP configuration issues.
• Maintain and contribute to technical documentation, knowledge-base articles, and troubleshooting procedures.
• Assist with device imaging, configuration, deployment, and replacement
• Provide support for remote and on-site employees as needed.
• Respond promptly to customer needs.
• Solicit customer feedback to help improve services.
• Manages difficult or emotional customer situations.
• Demonstrate good communication, problem solving, and application support skills.

Essential Functions

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.
• Monitor the progress of the call from inception to resolution.
• Keep customers informed of the progress of their queries.
• Escalate calls to the Service Desk Manager using predefined procedures where the resolution.

Technical

• Prioritise and escalate calls based on knowledge of the business impact of the reported problems.
• Resolve as many calls as possible at tier 1.
• Assess and provide a clear definition of problems to pass to tier 2 & tier 3.
• 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.
• Carry out first line incident resolution for any IT related problems t hat falls outside agreed targets.

Qualifications (Education and Experience)

• Knowledge of PC hardware & A+ certified
• Minimum 2-years' experience in a Desktop Support organization
• NOTE: Microsoft Certified Professional (MCP) Certification (Windows 7) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience
• Other Requirements-Must have a valid PA Driver's License and the ability to lift 50 lbs.

Competencies, Knowledge, Skills and Abilities

• 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.
• Principles of ITIL Service Management.
• Budget and Procurement Business Processes a plus.
• Basic customer service skills.

Please include

• Resume
• A cover letter

Please note: Applications will not be considered without a cover letter.

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

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

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