Job Description

The Technical Support Specialist plays a major role in supporting the effective use of technology for the Philadelphia Police Department. Occupying a newly renovated facility with a state-of-the-art tier 3 data center, you will be part of a technology-forward support team. In this role you will provide first and second-level troubleshooting and technology-related responses in person, by phone and electronically. This role provides desktop computing support to 6,500 Police staff; assist in implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff; and contribute to the needs for analysis, planning, and implementation of software and systems. Due to the 24/7/365 operational requirements with Public Safety and Law Enforcement, this position will also require the individual to work some non-standard work hours including bi-weekly rotating shifts (7 AM - 3 PM & 3 PM - 11 PM) nights, weekends, and holidays when needed.
Your flexibility and commitment to maintaining a consistent level of productivity during both day and evening hours will be essential to the success of our team.

Essential Functions
Customer Relations:

• Through our IT Service Management platform, you will manage service requests and inquiries for IT services by either providing solutions to customers directly or escalating them to the most appropriate resource or team for a swift resolution.
• Monitor the progress of incidents and requests from inception to resolution.
• Keep customers informed of the progress of their service requests.

Technical:

• Provide Tier 1 technical support to our service areas for hardware and application issues.
• Act as a liaison between our office and designated external partners to ensure vendor managed systems are properly supported.
• Image, configure, and install computers and peripherals.
• Perform networking cabling, and patching.
• Analyze complex problems and escalate to senior technicians (Tier 2 & 3)
• Collaborate with internal IT Teams to ensure efficient resolution of escalated issues.
• Travel to off-site locations to provide in person support.
• Regularly update our IT Asset management system to ensure inventory levels are accurate.

Competencies, Knowledge, Skills and Abilities

• Proficient in modern computing technologies and applications (Operating Systems, Office, etc.).
• Work independently and collaboratively.
• Translate technical concepts to non-technical personnel.
• Follow established procedures and meets deadlines.
• Respond promptly to customer requests.
• Solicit customer feedback to help improve services.
• Navigate challenging customer interactions.
• Demonstrate Strong communication, problem-solving, and IT support skills.
• Familiar with quality assurance, performance monitoring, and customer service principles.
• Service Management best practices.
• Ability to lift and move computing equipment (Desktops, Laptops, Printers, Servers)

Qualifications

• High School Diploma, GED, or other equivalent.
• Knowledge of PC hardware A+ Certified Preferred
• Knowledge of basic network protocols and their use (TCP/IP, Wi-Fi, VPN, FTP, SSH, etc.)
• Minimum 2-year experience in a Service Desk environment

Additional Information

Salary Range: $50,000 - $55,000

Starting salary to be determined based on experience and qualifications.

Important: To apply, candidates must provide a cover letter and a resume.

The successful applicant will be required to submit to a fingerprint background check per CJIS policy.

Discover the Perks of Being a City of Philadelphia Employee :
• 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
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*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 215-686-4670 or send an email to faqpchr@phila.gov.