Technical Support Specialist 3

City of Philadelphia•Philadelphia, PA

11d•$50,000 - $60,000

About The Position

The Technical Support Specialist is responsible for installation\configuration\management of desktop and laptop computer systems, off the shelf and custom applications, and other IT services. The technical support specialist will provide tier 1,2, and 3 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 are also a requirement for the position. The Technical Support Specialist will be responsible for answering calls and processing email from end users that have IT related request and incidents requiring technical support. The successful candidate needs to be able to demonstrate a good understanding of PCs, operating systems, and off the shelf software like MS Office and Adobe Acrobat. The Technical Support Specialist will also be required to create tickets in the City’s ticketing system and escalate issues as appropriate.

Requirements

Windows desktop operating systems
MS Office and other PC software
Adobe Acrobat
Web Browsers (Chrome, IE, Firefox)
Understanding of software licensing
Explain technical issues to non-technical users
Excellent written and verbal communication skills
Knowledge of PC hardware & A+ certified
Minimum 2 year experience in a Desktop Support organization
Must have a valid PA Driver’s License and the ability to lift 50 lbs.

Nice To Haves

Microsoft Certified Professional (MCP) Certification (Windows 10)
Associate degree in Information Technology or Computer Technology

Responsibilities

Installation/configuration/management of desktop and laptop computer systems
Provide tier 1, 2, and 3 technical support to end users
Researching, diagnosing, and resolving issues
Fulfilling end user requests
Opening and closing support tickets
Answering calls
Participating in project teams
Answering calls and processing email from end users that have IT related request and incidents requiring technical support
Creating tickets in the City’s ticketing system and escalate issues as appropriate

Benefits

Public Service Loan Forgiveness Program qualified employer
25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
Comprehensive health coverage for employees and their eligible dependents
Wellness program offers eligibility into the discounted medical plan
Employees receive paid vacation, sick leave, and holidays
Generous retirement savings options are available

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