IT Applications Administrator

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 & 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.

Job Description

The IT Applications Administrator for the City of Philadelphia’s Department of Licenses and Inspections (L&I) provides application support from a business perspective. This position serves as a business knowledge expert that has in depth knowledge of the various business applications (Office 365, eClipse, Qless, Payment Processing apps, etc) deployed in L&I and supports end users in their daily use of these applications. This position is also responsible for user acceptance testing and training end users when upgrades and enhancements are developed for these applications. In addition, this position will participate in the installation and maintenance of business applications, act as an interface to OIT for OIT application support requests and contribute to programs and projects as defined by the IT Supervisor. 

Essential Functions

Customer Relations and Help Desk:

• Receive incident and information requests from end users for business application services and respond to the requests either by resolving on point of contact or referring the request to the most appropriate person for resolution.
• Monitor the progress of the request from inception to resolution.
• Keep end users informed of the progress of their requests.
• Escalates support requests per OIT and L&I IT guidelines; based on knowledge of the business impact of the reported problems.
• Keeps IT management informed regarding problems and issues.
• Set up workstations and troubleshoot hardware and software issues. 
• Image laptops.
• Troubleshoot mobile devices 

Support for L&I’s Boards Administration Unit

• Provides primary technical assistance with recording all the Department’s virtual public hearings (Zoom) and posting all video hearings on the City’s public platform (YouTube) channel for public access. 
• Works directly with L&I’s Boards Administration staff and management to efficiently carry out this mandatory program, which is now required by City ordinance. 
• Coordinates with OIT’s Web & Creative Services Team for necessary credentials and access to the City’s YouTube channel.  
• Manages recordings throughout the entirety of all public hearings, which occasionally may run past normal working hours; informs all participants that meetings are recorded and will be shared online for the public to access; manages Zoom waiting rooms when necessary.
• Carries out the above duties in accordance with OIT’s “Guidance for Boards and Commissions: Recording Virtual Public Meetings and Ensuring Public Access”.
• Performs related duties as required.

Software Administration and Support:

Lead or assist with:

• Install, configure, and maintain: Operatin