Job Description

Essential Functions
Customer Relations:

§ Utilizing the service desk application, you will receive incident and information request calls from the customers for IT services, and service that call either by resolving on point of contact or passing the call to the most appropriate person or team for resolution.
§ Monitor the progress of the call from inception to resolution.
§ Keep customers informed of the progress of their queries.
§ Escalate calls to the Service Desk Manager using predefined procedures where the resolution.

Technical:

§ Provide technical support to the 911 Call Center for hardware and some application issues, collect logs and provide to vendors
§ Image, configure, and install PC’s and peripherals, including mobile computers used in Police vehicles
§ Prioritise and escalate calls based on knowledge of the business impact of the reported problems.
§ Resolve as many calls as possible at tier 1.
§ Assess and provide a clear definition of problems to pass to tier 2 & tier 3.
§ Keep abreast of new development in technology within the Division of Technology so that the customers can be assisted with problems resolution at point of contact.
§ Carry out first line incident resolution for any IT related problems that falls outside agreed targets.
§ Travel to remote Police locations to resolve issues with PC’s and peripherals; install data lines as needed

Qualifications

§ High School Diploma, GED, or other equivalent.
§ Knowledge of PC hardware & A+certified
§ Minimum 2-year experience in a Service Desk environment

Competencies, Knowledge, Skills and Abilities

§ Appreciate the basics of multiple technologies and services from different technologies and service providers.
§ Demonstrate keyboard skills and a good understanding of PC software and operating systems e.g., MS Windows, MS Office, Mainframe, SQL.
§ Apply classroom knowledge to working environment in order to provide basic & 1st level support to customers.
§ Work independently and as a team member within established policies and procedures.
§ Explain technical issues to non-technical personnel.
§ Work within standard documented procedures.
§ Meet commitments, including service desk tickets assigned to you.
§ Respond promptly to customer needs.
§ Solicit customer feedback to help improve services.
§ Manages difficult or emotional customer situations.
§ Demonstrate good communication, problem solving, and application support skills.
§ Principles of quality assurance, performance monitoring and the ways in which a commitment to a customer focus can be practically demonstrated.
§ Principles of equality and the ways in which they can be demonstrated in every aspect of the Unit’s work.
§ Principles of ITIL Service Management.
§ Budget and Procurement Business Processes a plus.
§ Basic customer service skills.

Additional Information

Salary Range: $45,000 - $56,375

Salary cannot exceed $56,375.

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. No relocation assistance is provided at this time.

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.