Technical Support Specialist -Police

Company Description

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The Technical Support Specialist plays a major role in supporting the effective use of technology for the Philadelphia Police Department. Occupying a newly renovated facility with a state-of-the-art tier 3 data center, you will part of a technology-forward support team.  In this role you will provide first- and second-level troubleshooting and technology-related responses in person, by phone and electronically. This role provides desktop computing support to 6,500 Police staff; assist in developing and implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff; and contribute to needs analysis, planning, and implementation of software and systems. You will play a crucial part in maintaining operational continuity by alternating shifts every two weeks, switching between the 7 AM to 3 PM and 3 PM to 11 PM schedules. Your flexibility and commitment to maintaining a consistent level of productivity during both day and evening hours will be essential to the success of our team.

Job Description

Essential Functions
Customer Relations:

§    Utilizing the service desk application, you will 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 or team 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:

§    Provide technical support to the 911 Call Center for hardware and some application issues, collect logs and provide to vendors
§    Image, configure, and install PC’s and peripherals, including mobile computers used in Police vehicles
§    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 that falls outside agreed targets.
§    Travel to remote Police locations to resolve issues with PC’s and peripherals; install data lines as needed

Qualifications

§    High School Diploma, GED, or other equivalent. 
§    Knowledge of PC hardware & A+certified
§    Minimum 2-year experience in a Service Desk environment 

Competencies, Knowledge, Skills and Abilities

§    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.
§    Apply classroom knowledge to working environment in order to provide basic & 1st level support to customers.
§    Work independently and as a team member within established policies and procedures.
§    Explain technical issues to non-technical personnel.
§    Work within standard documented procedures.
§    Meet commitments, including service desk tickets assigned to you.
§    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.
§    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 t