Technical Support Specialist 3

Philadelphia City of Philadelphia Job ID: 744000105219147 Employer: City of Philadelphia Job Category: Transportation Post Date: 01242026

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 Philadelphias 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 citys technology assets and the return on the citys technology investments
• Ensuring data security, continuity planning for continuing operations in the event of disruption of information technology or communications services
• Supporting accountable, efficient, and effective government across every city department, board, commission, and agency.

Philadelphia Water Department (PWD) PWD is responsible for the processing and treatment of drinking water, waste water, and storm water in the City of Philadelphia. PWD employs approximately 2200 people across 16 sites throughout the City.

Job Description

The Technical Support Specialist is responsible for:

• Installation, configuration, and management of desktop and laptop computer systems, off-the-shelf and custom applications, and other IT services.
• Providing tier 1 and 2 technical support to end users by researching, diagnosing, and resolving issues, as well as fulfilling end-user requests.
• Opening and closing support tickets, answering calls, and participating in project teams.

Essential Functions

The Technical Support Specialist will be responsible for:

• Answering calls and processing email from end users with IT-related requests and incidents requiring technical support.
• Demonstrating a good understanding of PCs, operating systems, and off-the-shelf software like MS Office and Adobe Acrobat.
• Creating tickets in the Citys ticketing system and escalating issues as appropriate.

Qualifications

Competencies, Knowledge, Skills, and Abilities:

• Windows desktop operating systems
• MS Office and other PC software
• Adobe Acrobat
• Web browsers (Chrome, IE, Firefox)
• Understanding of software licensing
• Excellent written and verbal communication skills

Qualifications: Education and Experience

• Knowledge of PC hardware
• A certified professional
• Minimum 2 years of experience in a Desktop Support organization
• Microsoft Certified Professional (MCP) Certification, Windows 10, or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience

Other Requirements

• Must have a valid PA Drivers License and the ability to lift 50 lbs.

Additional Information

Salary: $50,000-$60,000 Salary cannot exceed $60,000

We are a Public Service Loan Forgiveness Program-qualified employer. We offer a 25% tuition discount program for City employees and sometimes spouses and dependents as well, in partnership with area colleges and universities. We also offer comprehensive health coverage for employees and their eligible dependents, a wellness program, paid vacation, sick leave, and holidays, and generous retirement savings options.

The successful candidate must be a City of Philadelphia resident within six months of hire. Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency, or patient-facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing, medical care, nurses, doctors, emergency medical personnel, must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on:

• Race
• Ethnicity
• Color
• Sex
• Sexual orientation
• Gender identity
• Religion
• National origin
• Ancestry
• Age
• Disability
• Marital status
• Source of income
• Familial status
• Genetic information
• Domestic or sexual violence victim status

If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov. For more information, go to the Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx

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