Job Description

As a Technical Support Specialist, you will play a major role in supporting the effective use of technology by Philadelphia Department of Public Health (PDPH) staff. In this role you will provide first- and second-level troubleshooting and technology-related responses in person, by phone and electronically. Provides desktop computing support to PDPH staff; assists in developing and implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff; contributes to needs analysis, planning, and implementation of software and systems.  You will report to the IT Operations Manager.

• Respond to PDPH staff technology related queries and provides professional one-on-one support for staff via individual meetings (primarily office visits), email, phone and remote support tools as appropriate.
• Diagnose and resolve advanced hardware and software issues with desktop, laptop and mobile equipment.
• Stay abreast of technological trends related to the environment.
• Develop and maintain a high level of proficiency with information technology in general and PDPH’s systems and technologies in particular.
• Maintain familiarity with mobile devices and technologies, especially as applies to connectivity with PDPH’s network and email/calendar solution.
• Follow PDPH IT practices including use of ticketing and asset tracking systems and other communication tools, developing and maintaining internal documentation, and communicating with PDPH staff.
• Work closely with PDPH IT colleagues to track, research, document, and resolve problems and to assist in developing appropriate policies.
• Develop and maintain knowledge of City of Philadelphia and PDPH IT roles and responsibilities.
• Assist with IT projects as requested.
• Coordinate and communicate with outside vendors as required.
• Promote the objectives of the PDPH IT division.
• Perform other job-related duties as assigned.

COMPETENCIES, KNOWLEDGE SKILLS AND ABILITIES

• Familiarity with Office 365, VPNs, web-based collaboration tools.
• Willingness to learn, be flexible, and arrive willing to help in a challenging situation
• Ability to communicate and interact successfully with a diverse staff.
• Excellent creative problem solving, attention to detail, and follow-through.
• Excellent oral and written communication skills, especially the ability to capture and communicate complex technical information.
• Strong research and analytical skills.
• Professional demeanor and ability to remain calm in challenging situations.
• Ability to maintain positive professional relationships with colleagues.
• Ability to work independently and as a team member.
• Ability to learn and adapt quickly and adopt new technologies.
• Ability to manage multiple priorities and competing time demands.
• Maintaining a personal cell phone which can receive PDPH-related calls and text messages and ability to be on call for emergency and urgent needs as required by job duties.

Qualifications

• Bachelor's degree and 2-4 years of experience in a customer-oriented computer support environment including providing direct and remote support, and preplacing computers, or an equivalent combination of experience and training/certifications as deemed acceptable by PDPH.
• Ability to complete a successful background check upon hire.

Additional Information

SALARY: $55,000 - $68,800

_ _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

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