Senior Technical Support Specialist

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

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our growing support team. In this role, you will be responsible for providing advanced technical assistance and resolving complex technical issues for our customers. You will serve as a point of escalation for technical problems, lead troubleshooting efforts, and collaborate with cross-functional teams to ensure high-quality customer support. The ideal candidate will have excellent problem-solving skills, technical expertise, and the ability to guide both customers and junior support staff.

Essential Functions

• Advanced Troubleshooting: Provide expert-level support to customers experiencing complex technical issues, including software, hardware, and networking problems.
• Customer Interaction: Communicate directly with customers via phone, email, or chat to understand their technical problems, provide solutions, and ensure a high level of customer satisfaction.
• Escalation Management: Act as a point of escalation for technical issues that require a higher level of expertise and work closely with other departments to resolve issues.
• Issue Resolution: Collaborate with our central OIT teams to identify and resolve recurring issues, contribute to bug fixes, and suggest product improvements.
• Documentation and Knowledge Management: Maintain accurate records of customer interactions, technical issues, and resolutions. Update internal knowledge base and create detailed documentation for common problems and solutions.
• Training and Mentorship: Mentor and train junior support staff, providing guidance on troubleshooting techniques, customer interaction, and system knowledge.
• Process Improvement: Contribute to the continuous improvement of support processes, tools, and workflows to increase team efficiency and improve customer service.
• Product Feedback: Gather customer feedback on product functionality and suggest areas for improvement to the product development team.

Competencies, Knowledge, Skills and Abilities

• Principles of quality assurance, performance monitoring and the ways in which 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.
• Strong written and oral communication skills.

Qualifications

• High School Diploma, GED, or other equivalents.
• One or more of the following certifications: MCSE, CCNP, VCAP, CCNA, A+certified
• Minimum 3-year experience in a Help Desk environment

Additional Information

Salary Range: $55,000 - $67,000

Starting salary to be de