Job Description

The IT Applications Administrator for the City of Philadelphia’s Department of Licenses and Inspections (L&I) provides application support from a business perspective. This position serves as a business knowledge expert that has in depth knowledge of the various business applications (Office 365, eClipse, Qless, Payment Processing apps, etc) deployed in L&I and supports end users in their daily use of these applications. This position is also responsible for user acceptance testing and training end users when upgrades and enhancements are developed for these applications. In addition, this position will participate in the installation and maintenance of business applications, act as an interface to OIT for OIT application support requests and contribute to programs and projects as defined by the IT Supervisor.

Essential Functions

Customer Relations and Help Desk:

• Receive incident and information requests from end users for business application services and respond to the requests either by resolving on point of contact or referring the request to the most appropriate person for resolution.
• Monitor the progress of the request from inception to resolution.
• Keep end users informed of the progress of their requests.
• Escalates support requests per OIT and L&I IT guidelines; based on knowledge of the business impact of the reported problems.
• Keeps IT management informed regarding problems and issues.
• Set up workstations and troubleshoot hardware and software issues.
• Image laptops.
• Troubleshoot mobile devices

Support for L &I’s Boards Administration Unit

• Provides primary technical assistance with recording all the Department’s virtual public hearings (Zoom) and posting all video hearings on the City’s public platform (YouTube) channel for public access.
• Works directly with L&I’s Boards Administration staff and management to efficiently carry out this mandatory program, which is now required by City ordinance.
• Coordinates with OIT’s Web & Creative Services Team for necessary credentials and access to the City’s YouTube channel.
• Manages recordings throughout the entirety of all public hearings, which occasionally may run past normal working hours; informs all participants that meetings are recorded and will be shared online for the public to access; manages Zoom waiting rooms when necessary.
• Carries out the above duties in accordance with OIT’s “Guidance for Boards and Commissions: Recording Virtual Public Meetings and Ensuring Public Access”.
• Performs related duties as required.

Software Administration and Support:

Lead or assist with:

• Install, configure, and maintain: Operating systems, application software, and applying patches and product updates.
• Analyze, troubleshoot, and resolve system/application software, networking, telecom, and other related issues.
• Maintain network administration as supported by IT departments for DHCP, DNS, etc.
• Perform system image and data backups and recovery and administer backup and recovery processes and procedures.
• Monitor IT software environments to help maintain highly available systems and applications.
• Configure and maintain of Active Directory (AD) including local group policies.
• Maintain PC and server security software such as McAfee antivirus software.
• Test upgrades, changes, & enhancements to business applications. Develop and administer test plan/documents
• Train end users on the use of business applications. Develop, provide, and maintain training materials/documents

IT Operations Administration:

Lead or assist with:

• Create and maintain project plans, action lists, and other documents as required.
• Provide various reports in Microsoft Word, Excel, or other software.
• Maintain records of vendor support and maintenance contracts and serve as point of contact.
• Download and upload files to/from IBM mainframe, FTP sites, and other sources.
• Implement and administer change, configuration, and release management processes.
• Support and maintenance of FTP/sFTP sites and download and upload files to/from IBM mainframe, FTP sites, and other sources.
• Configure, support, and maintenance of VPNs.
• Support and administer system security.
• File conversions between various source file types.
• Support Business Continuity and Disaster Recovery planning.
• Work some non‐standard work hours to support system and application upgrades, deployments, and resolution of major hardware or software incidents.
• Other duties as assigned.

Competencies, Knowledge, Skills and Abilities

• Learn business and operations of the Department and related agencies as required to perform duties.
• Work as a member of a team and communicate effectively both orally and in writing.
• Use logic and analysis to solve systems and application problems.
• Establish and maintain effective working relationships.
• Respond promptly to customer and management needs.
• Apply new technologies and system changes.
• Demonstrate flexibility while working in a changing business environment.
• Work within standard documented procedures.
• Prioritize competing requests for service.
• Provide training to business users as necessary.
• Define and prioritize problems and manage the workload without direct supervision.
• Multitask
• Work productively
• Think critically
• Work with minimal supervision and take initiative
• Speak publicly to communicate technical and business terminology
• Display of professionalism during interactions

Basic Knowledge of:

• Windows Operating Systems
• QLess, user interfaces
• An email system and collaboration tool
• Networking and LAN/WANS
• Cabling and fiber optics
• Managing software assets
• Maintaining multiple equipment in a large office environment
• PC and server security protocols

Desired, but Not Required:

• Determining requirements and specifications for hardware and equipment including servers, PC’s, storage, network, telecom, and other related IT infrastructure.
• Systems and application monitoring.
• Project Management methods, processes, procedures, techniques, and tools
• Quality Assurance processes
• Working knowledge of Microsoft Access, Visio and Project

Qualifications

• Minimum of five (5) years of experience providing software support services to end users, experience working with sFTP applications preferred
• Associates degree in Computer Science, Business Administration, Information Systems, or a related technical discipline.
• Any equivalent combination of education and experience determined to be acceptable by the IT Director
• Experience with relevant tools such as MS Outlook, Excel, Project, PowerPoint, and Visio.
• Experience working in a large governmental environment is preferred.

Additional Information

Salary Range: $70,000 - $80,000

Starting salary to be determined based on experience and qualifications.

All applications should include the following:
• Cover Letter clarifying your interest and qualifications for the role.
• Resume
We won’t accept or review incomplete applications.

Work Setting: in-person (onsite)

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.