Job Description

The 911 IT Technical Support Specialist 3 position is a technical role supporting the 911 IT software and hardware solutions, including end-user equipment, located primarily at the Philadelphia Public Services Building (PPSB, 400 N. Broad St.), with backup sites at City Hall, 6100 Rising Sun Ave., and more than 60 fire stations. The position serves as the primary support contact who triages, diagnoses, and resolves service requests and end-user support issues under the guidance of the 911 IT Systems Manager.

Individuals in this role may also be assigned to work directly on ongoing 911 or public safety projects and initiatives. They are expected to work under supervision while providing customer support to Police and Fire 911 center staff and uniform members in the field. 911 IT Technical Support Specialists are responsible for researching issues, following 911 service-level agreements to notify the appropriate vendors, and managing trouble tickets through resolution.

These specialists also function as part of a team environment and serve as resources on project teams. Individuals in this role will work an assigned shift, typically 8 a.m. to 4 p.m.; however, the schedule may be adjusted slightly if needed due to ongoing projects or system maintenance.

Essential Functions

• Monitor, identify, collect all pertinent information, and report on issues involving the 911 mission-critical systems and report them to the IT manager.
• Ability to learn the various service level agreements with the system vendors and open trouble tickets, following each ticket through to resolution.
• Image, Deploy and manage Dispatch PCs.
• Acts as Tier 1/Tier 2 help desk assistant to provide technical support in answering questions about 911 systems, software applications, and computer equipment that are not vendor-managed.
• Equipment Inventory
• Ability to learn new systems and concepts and stay abreast of the latest developments in 9-1-1 technology
• Work independently and as a team
• Clearly communicate technical issues to non-technical personnel.
• Read, understand, document, and apply complex technical information.
• On Call

Competencies, Knowledge, Skills and Abilities

• Broad-based knowledge of computer system support and maintenance
  • Software Development Lifecycle
  • Technology and Application Support
  • Operating System Management
  • Configures and supports internal and/or external networks
  • Maintains all systems, applications, security, and network configurations
  • Troubleshoots network performance
  • Client – Server environment
• Skills
  • Analytical
  • Communication
  • Organizational
  • Managing multiple assignments
• Abilities
  • Communicate (verbally and in writing) effectively

Qualifications

• High School Diploma, GED, or other equivalent.
• One or more of the following certifications: CCT, CCNA, A+, Network+, Microsoft product-related certifications.
• Knowledge of PC hardware
• Experience in an IT Help Desk environment, working with multiple clients on any given day, providing 2nd-level support.
• Experience in troubleshooting and supporting wired and wireless networks, as well as network security devices (firewalls)
• Minimum 3 years’ experience in a Help Desk environment

Additional Information

Salary Range: $60,000 - $70,000

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
Please note that effective September 1, 2021, the City of Philadelphia is requiring all new employees to
present proof of vaccination against COVID-19.

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 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx