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

This is technical support work alongside an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher-level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees.  Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.

Essential Functions
Help-Desk Support 
•    Answers users’ inquiries in person and via telephone concerning systems and software operations.
•    Assists end users accessing computer systems and software, including security and password problems.
•    Acts as first level help desk assistant to provide technical support in answering questions pertaining to software applications and computer equipment.
•    Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail and in-person requests for assistance and sets end-user expectations for resolution time and communicates changes in status as necessary.
•    Assists users with the operation of their personal computers.
•    Recommends and/or performs minor actions to correct problems with hardware and/or software on the telephone and in person; refers more difficult problems to technical specialists.
•    Works closely with other IT staff to ensure clear communication on outstanding issues, observed trends in end user support and user problems.
•    Works directly with higher level IT support staff to resolve difficult problems including LAN, WAN and special application issues.

Troubleshooting / Desktop Support
•    Troubleshoots and identifies software, and/or hardware, and/or network, and/or telecommunications problems as called in by end-users, using diagnostic equipment as necessary and follows through to resolution.
•    Provides desktop support of all standard applications including, but not limited to, Windows operating systems.
•    Travels to worksites as necessary.
•    Interviews users to gather informati