Technical Support Specialist

With a workforce of over 25,000 people, and opportunities in more than 1,000 different job categories, the City of Philadelphia is the fifth largest city in the United States and one of the largest employers in Southeastern Pennsylvania. As an employer, the City of Philadelphia operates through the guiding principles of service, integrity, respect, accountability, collaboration, diversity and inclusion. Through these principles, we strive to effectively deliver services, to resolve the challenges facing our city, and to make Philadelphia a place where all our residents have the opportunity to reach their potential.

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

The Technical Support Specialist provides desktop, and end-user technology support for DPD and PHDC, with primary responsibility for PHDC. The position troubleshoots hardware, software, application, peripheral, and connectivity issues; supports user access and training; and manages the lifecycle of desktop technology assets, including deployment, inventory, maintenance, replacement, and decommissioning. The role also coordinates vendor-supported repairs, warranties, equipment purchases, and technology projects. Work is performed under the general direction of the Information Technology Manager.

Essential Functions

• Provides day-to-day technical support for DPD and PHDC users, with primary responsibility for

PHDC technology support.

• Responds to and manages incidents and service requests through TeamDynamix service

management system, email, remote support tools, and in-person support.

• Provides desktop and end-user support for laptops, desktops, monitors, docking stations,

printers, scanners, televisions, and other peripheral equipment.

• Diagnoses and resolves hardware, software, operating system, application, peripheral, printing,

and end-user connectivity issues.

• Performs advanced troubleshooting of complex or recurring technical issues and escalates to OIT,

vendors, or other technical teams when necessary.

• Assists users with system access, password issues, Microsoft 365 applications, VPN connectivity,

network resources, and other supported technologies.

• Deploys desktop and peripheral hardware, including the configuration, installation, and testing of

workstations, printers, and software applications to meet user and departmental needs.

• Manages the full desktop lifecycle, including procurement, deployment, maintenance, and

decommissioning of hardware in accordance with City standards; serves as the primary contact

for vendor repair and maintenance contract.

• Maintains accurate IT asset records for hardware and software and coordinates vendor-

supported repairs, warranty services, maintenance, and equipment replacements.

• Supports new-hire onboarding, employee transfers, offboarding, workstation moves, office

relocations, and the recovery and reassignment of IT equipment.

• Provides user training and supports audio/visual and conferencing technologies for hybrid and

remote meetings.

• Participates in desktop refreshes, equipment deployments, software rollouts, hardware upgrades,

asset inventory initiatives, and other IT projects in coordination with DPD, PHDC, OIT, and

external vendors.

• Performs other related technical support duties as assigned by the Information Technology

Manager to support departmental operations, IT services, and technology initiatives.

Qualifications

• Completion of a bachelor’s degree with major coursework in Computer Science, Decision Science,

Information Science, or a closely related field.

Experience:

Two years of experience providing technical support in a desktop support, help desk, or end-user

computing environment, including troubleshooting and resolving hardware, software, operating

system, application, peripheral, and connectivity issues. Experience installing, configuring, imaging,

deploying, maintaining, and replacing desktop and laptop computers and related equipment.

Experience using service management or ticketing systems to document, track, prioritize, and resolve

incidents and service requests. Experience maintaining IT asset inventory and supporting equipment

lifecycle activities, including deployment, assignment, replacement, retirement, and

decommissioning. Experience coordinating hardware repairs, warranties, equipment replacements,

and other vendor-supported services.

Equivalency:

Any equivalent combination of education, training, and experience determined to be acceptable by

the Human Resources Office will be considered. This includes completion of an associate’s deg

Additional Information

Salary cannot exceed $60,000

We’re interested in hiring the best possible candidate for the role. We recognize that experience, education, and

qualifications

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know?
● We are a 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

● We offer Comprehensive health coverage for employees and their eligible dependents
● Our wellness program offers eligibility into the discounted medical plan
● Employees receive paid vacation, sick leave, and holidays
● Generous retirement savings options are available

*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 (ex: 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 or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at View phone number on us.fitly.work or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: