Technical Support Specialist

About the role

The Technical Support Specialist provides desktop, and end-user technology support for DPD and PHDC, with primary responsibility for PHDC. The position troubleshoots hardware, software, application, peripheral, and connectivity issues; supports user access and training; and manages the lifecycle of desktop technology assets, including deployment, inventory, maintenance, replacement, and decommissioning.

The role also coordinates vendor-supported repairs, warranties, equipment purchases, and technology projects. Work is performed under the general direction of the Information Technology Manager.

Essential Functions * Provides day-to-day technical support for DPD and PHDC users, with primary responsibility for PHDC technology support. * Responds to and manages incidents and service requests through TeamDynamix service management system, email, remote support tools, and in-person support. * Provides desktop and end-user support for laptops, desktops, monitors, docking stations, printers, scanners, televisions, and other peripheral equipment. * Diagnoses and resolves hardware, software, operating system, application, peripheral, printing, and end-user connectivity issues. * Performs advanced troubleshooting of complex or recurring technical issues and escalates to OIT, vendors, or other technical teams when necessary. * Assists users with system access, password issues, Microsoft 365 applications, VPN connectivity, network resources, and other supported technologies. * Deploys desktop and peripheral hardware, including the configuration, installation, and testing of workstations, printers, and software applications to meet user and departmental needs. * Manages the full desktop lifecycle, including procurement, deployment, maintenance, and decommissioning of hardware in accordance with City standards; serves as the primary contact for vendor repair and maintenance contract. * Maintains accurate IT asset records for hardware and software and coordinates vendor- supported repairs, warranty services, maintenance, and equipment replacements. * Supports new-hire onboarding, employee transfers, offboarding, workstation moves, office relocations, and the recovery and reassignment of IT equipment. * Provides user training and supports audio/visual and conferencing technologies for hybrid and remote meetings. * Participates in desktop refreshes, equipment deployments, software rollouts, hardware upgrades, asset inventory initiatives, and other IT projects in coordination with DPD, PHDC, OIT, and external vendors. * Performs other related technical support duties as assigned by the Information Technology Manager to support departmental operations, IT services, and technology initiatives.

Qualifications & Requirements

Completion of a bachelor's degree with major coursework in Computer Science, Decision Science, Information Science, or a closely related field. Experience: Two years of experience providing technical support in a desktop support, help desk, or end-user computing environment, including troubleshooting and resolving hardware, software, operating system, application, peripheral, and connectivity issues.

Experience installing, configuring, imaging, deploying, maintaining, and replacing desktop and laptop computers and related equipment. Experience using service management or ticketing systems to document, track, prioritize, and resolve incidents and service requests.

Experience maintaining IT asset inventory and supporting equipment lifecycle activities, including deployment, assignment, replacement, retirement, and decommissioning. Experience coordinating hardware repairs, warranties, equipment replacements, and other vendor-supported services.

Equivalency: Any equivalent combination of education, training, and experience determined to be acceptable by the Human Resources Office will be considered. This includes completion of an associate's deg

Additional Information

Salary cannot exceed $60,000 We're interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you're a good fit, please don't hesitate to apply. 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. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at or send an email to faqpchr @phila.gov.