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.
 

This position is within the Office of Innovation & Technology (OIT), the central IT agency for the City of Philadelphia and assigned to the Department of Planning and Development’s (DPD) IT unit. DPD regularly engages with the public, city officials and a wide array of stakeholders to obtain input on the formulation of neighborhood, district and housing plans and to communicate the work of the department with the public. The Department of Planning and Development is made up of multiple divisions including Philadelphia City Planning Commission (PCPC), Philadelphia Historical Commission (PHC), Art Commission, Zoning Board of Adjustment (ZBA), Development Services, Division of Housing and Community Development (DHCD), and partners with the Philadelphia Housing Development Corporation (PHDC).

Job Description

The Technical Support Specialist provides hands-on support for end-user technology needs across City departments. This role focuses on installing, configuring, maintaining, and troubleshooting hardware, software, and network-related issues, as well as assisting with system upgrades, deployments, and user training. The ideal candidate has strong analytical and problem-solving skills, with the ability to work both independently and collaboratively. They will thrive in a dynamic, fast-paced environment, delivering excellent technical support while providing exceptional customer service to staff, vendors, and executive management.

Essential Functions

Technical Support

• Provide first-level and advanced support for desktops, laptops, printers, and related peripherals.
• Troubleshoot and resolve hardware, software, and connectivity issues via in-person, phone, email, or ticketing systems, escalating when appropriate.
• Perform data backup, restoration, and file recovery as needed.
• Coordinate equipment provisioning, maintenance, and repairs with vendors and service providers.

System Administration

• Install, configure, test, and deploy hardware, software, and operating system updates.
• Administer and monitor IT systems, user accounts, permissions, and security settings (training provided as needed).
• Participate in periodic inventory audits of technology equipment and software licenses.

Documentation & Training

• Develop and maintain user guides, training materials, and Knowledge Base documentation.
• Train and assist staff in the proper use of technology, applications, and tools.

Customer Service & Professional Development

• Provide exceptional customer service while engaging with end users, colleagues, vendors, and management.
• Stay current with trends in information technology, hardware, software, and industry best practices.
• Track, monitor, and document support activities accurately in the City’s ticketing system.

Competencies, Knowledge, Skills and Abilities

The ideal candidate is a reliable, detail-oriented IT professional who thrives in a fast-paced environment and enjoys solving problems. They are customer-focused, communicate clearly, and can translate technical concepts into language that non-technical staff can understand. They are adaptable, eager to learn, and comfortable working both independently and as part of a collaborative team.

Technical Support

• Strong troubleshooting skills for desktops, laptops, printers, peripherals, and connectivity issues.
• Ability to diagnose and resolve both hardware and software problems efficiently.
• Familiarity with data backup, recovery, and file management best practices.