Technical Support Specialist at City of (, PA)

at City of Philadelphia

in Philadelphia, Pennsylvania

Job DescriptionThe position of Technical Support Specialist will be assigned to the Philadelphia Fire Department (PFD) and will serve on the support team that resolves, diagnoses or triages all requests for Desktop and network support issues. Individuals in this role are expected to work with minimal supervision while providing customer support. Following agreed procedures, and quality standards, the Service Desk technicians respond to request for assistance as assigned by the Service Desk Manager. Technicians are expected to research issues and attempt to resolve these issues and document trouble tickets before escalating issues to third tier unit. Technicians are expected to adhere to escalation procedures, sending complex issues to third tier support groups. Technical Support Specialist may be required to do shift work or have a rotating schedule.Customer RelationsEssential FunctionsDeliver technical end user support over the phone, remote control access or desk side support.Interview users to collect information concerning problems and lead users through diagnostic procedures to determine source of error and resolve the issuesMonitor the progress of the end user inquiry to resolution.Keep customers informed of the progress of their queries.Act as primary support to end users and liaison between technical escalation teamsDemonstrate excellent Customer Service SkillsTechnicalIdentify, troubleshoot and resolve a wide range of technical computer-related issues, making the distinction between tier two and tier three issuesExperience troubleshooting Windows XP and Windows 7 Operating systems in an enterprise environmentKnowledge of mobile computingKnowledge of Windows Active Directory 2003 and 2008Knowledge of mainframe software application functionsPerform major desktop hardware/software repairsPerform major printer, scanner and other peripherals in a Windows network environmentCapable of troubleshooting workstation connectivity issues.Keep abreast of new developments in technology within the Office of Innovation and TechnologyDevelop a standard image for use in deployment of all PCS citywideCapture and Deploy Images using Symantec Ghost Solution SuiteManage and update images periodicallyCompetencies, Knowledge, Skills and AbilitiesKnowledge of Microsoft Outlook 2007-2010 (owa and Outlook client).Ability to troubleshoot complex issues in hardware, software, network, peripherals, mainframe applications etc.Demonstrate keyboard skills and a good understanding of PC software and operating systems e.g. MS Windows, MS Office, Mainframe, SQL.Provide second tier technical support for end users requiring assistance with IT issues.Work independently and as a team member within established policies and procedures.Clearly communicate technical issues to non technical personnel.Read, understand and apply complex technical information.Master new computer technology.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 and Desktop 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 ITIL Service Management.Budget and Procurement Business Processes a plus.Basic customer service skills.QualificationsKnowledge of PC hardware & A+ certifiedNoteMinimum 2-year experience in a Desktop Support organizationMicrosoft Certified Professional (MCP) Certification (Windows 7) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experienceOther Requirements-Must have a valid PA Drivers License and the ability to lift 50 lbs.Additional InformationPlease include cover letter with submission of resume.Successful candidate must be a City 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 pchr@ phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx Read More...
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