Job Description

The Technical Support Specialist plays a major role in supporting the effective use of technology. 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 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.

While an employee of the Office of Innovation & Technology, this role will be detailed to the City of Philadelphia Law Department with assignment to Law’s Administrative Services Unit, joining an existing IT team of two, providing support to a staff of over 400.

This position is designated as fully onsite and employees are expected to report in person five (5) days per week, in accordance with the City Policy. Regular on-site presence is an operational requirement of this role.

The functions listed below are intended to describe the general nature and level of work performed in this role. They are not intended to be an exhaustive list of all duties, responsibilities, or essential functions. Duties may be modified, assigned, or reassigned as operational needs evolve, consistent with applicable law.

Customer Relations:

• Serve as the point of contact for Law Department staff seeking technical assistance, ensuring a professional, patient, and service‑oriented approach.
• Receive, triage, and respond to incident reports and requests for information related to IT systems, applications, and equipment used across the Law Department’s 400‑person workforce.
• Monitor and track progress of all assigned tickets from submission through resolution, ensuring timely follow‑up and closure.
• Keep staff informed about the status of their requests, including anticipated timelines, next steps, and any required user actions.
• Coordinate closely with the Law IT Team (Associate IT Director and IT Manager) to escalate issues that require higher-level technical intervention or broader system coordination.
• Support Law Department initiatives by providing clear, user‑friendly explanations of technical issues and solutions, including assistance with legal‑specific tools (e.g., case management systems, document management tools, secure communications platforms).

Technical:

• Assess and prioritize incoming requests based on urgency, business impact, and knowledge of the Law Department’s operational needs, including court deadlines and critical legal functions.
• Resolve Tier 1 technical issues independently whenever possible, covering hardware, software, user accounts, connectivity, printers, mobile devices, and conferencing systems.
• Document and clearly articulate problem details and troubleshooting steps when escalating unresolved issues to Tier 2 or Tier 3 within OIT or other specialized support teams.
• Maintain up‑to‑date knowledge of relevant technologies, tools, and platforms used within the Law Department and the City’s Office of Innovation and Technology, ensuring high‑quality support at point of contact.
• Perform initial incident analysis and resolution for IT issues that fall outside standard service targets, taking appropriate action to minimize disruptions to legal operations.
• Support deployment, configuration, and maintenance of equipment for onboarding and offboarding of Law Department personnel.
• Assist with maintenance and user support for applications central to legal practice, including document management systems, litigation platforms, case tracking tools, and secure remote-access solutions.
• Contribute to inventory tracking, lifecycle management, and documentation of IT assets assigned to the Law Department.

Qualifications

• Preferred: An associate’s degree or higher from an accredited college or university in Information Technology, Computer Science, or a related field.
• Required: High school diploma, GED, or equivalent.
• CompTIA A+ certification preferred; equivalent knowledge of PC hardware and support fundamentals acceptable.
• Minimum of two years of experience providing technical support in a Help Desk or service desk environment, including hands‑on troubleshooting of desktop hardware, software, and user support issues.

Competencies, Knowledge, Skills and Abilities

• Working knowledge of common IT technologies, including Windows, Office 365, enterprise applications, user account administration, networking basics, printers, mobile devices, and video conferencing tools.
• Ability to perform Tier 1 troubleshooting, accurately identify issues, document actions, and escalate appropriately.
• Skill in explaining technical information clearly to non‑technical staff, including attorneys, paralegals, and administrative personnel.
• Strong attention to detail and accuracy in tracking tickets, documenting resolutions, and following established procedures.
• Ability to exercise sound judgment and maintain strict confidentiality when handling privileged legal materials, personnel information, and other sensitive data.
• Demonstrated ability to manage competing priorities in a fast‑paced, deadline‑driven legal environment where IT issues may impact court filings or time‑sensitive work.
• Strong interpersonal and customer service skills, including the ability to build trust, manage difficult situations professionally, and respond promptly to user needs.
• Ability to work both independently and collaboratively, seeking guidance as appropriate on complex or high‑risk issues.
• Familiarity with ITIL service management concepts and the ability to apply incident and request management best practices.
• Strong written and verbal communication skills, including preparing clear ticket documentation and status updates.
• Ability to organize and prioritize workload effectively and manage multiple tasks simultaneously.
• Ability to learn City systems such as FAMIS, ADPICS, ACIS, and OnePhilly, as well as legal‑specific case and document management tools.
• Proactive problem‑solving ability, including identifying recurring issues, recommending improvements, and supporting operational efficiency.
• Commitment to the Law Department’s values of professionalism, ethical conduct, diversity, equity, and inclusion

This position is well-suited for candidates who are adaptable, collaborative, comfortable making decisions in real time, and able to manage competing priorities while maintaining a high standard of professionalism in a fast-paced, in-person environment.

Additional Information

Salary Range: $39,787-$59,693

Salary cannot exceed $59,693

All applications must include a cover letter. Applications without a cover letter will be considered incomplete.

Any questions related to this position should be directed to Steve Blumberg, Associate IT Director, (steve.blumberg@phila.gov).

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.