Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
•    Impact - The work you do here matters to millions. 
•    Growth - Philadelphia is growing, why not grow with it? 
•    Diversity & Inclusion - Find a career in a place where everyone belongs.
•    Benefits - We care about your well-being.
 

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

This is technical support work alongside an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher-level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees.  Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.

Essential Functions
Help-Desk Support 
•    Answers users’ inquiries in person and via telephone concerning systems and software operations.
•    Assists end users accessing computer systems and software, including security and password problems.
•    Acts as first level help desk assistant to provide technical support in answering questions pertaining to software applications and computer equipment.
•    Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail and in-person requests for assistance and sets end-user expectations for resolution time and communicates changes in status as necessary.
•    Assists users with the operation of their personal computers.
•    Recommends and/or performs minor actions to correct problems with hardware and/or software on the telephone and in person; refers more difficult problems to technical specialists.
•    Works closely with other IT staff to ensure clear communication on outstanding issues, observed trends in end user support and user problems.
•    Works directly with higher level IT support staff to resolve difficult problems including LAN, WAN and special application issues.

Troubleshooting / Desktop Support
•    Troubleshoots and identifies software, and/or hardware, and/or network, and/or telecommunications problems as called in by end-users, using diagnostic equipment as necessary and follows through to resolution.
•    Provides desktop support of all standard applications including, but not limited to, Windows operating systems.
•    Travels to worksites as necessary.
•    Interviews users to gather information about problems and, if possible, leads user through diagnostic procedures to determine the problem.
 
Standards and Procedures
•    Adheres to security procedures and assists in administration and adherence to established standards and procedures.
 
Installation, Configuration and Testing of Hardware and Software
•    Installs, configures and tests hardware and software to meet user needs, including printers, scanners, telecommunications equipment and network cards.
•    Assists technical staff in installing, maintaining and/or upgrading PC-networked software and peripheral equipment such as monitors, keyboards, printers, cable and wiring connections, phones and audiovisual equipment.
 
Inventory/Product Evaluation
•    Maintains up-to-date and accurate inventory and documentation of software and/or hardware and/or telecommunication system and maintenance log for all service requests and communicates inventory changes, equipment needs and low inventory levels.
•    Reviews, evaluates and makes hardware/software recommendations and discusses with immediate supervisor and other staff.

Training
•    Schedules, conducts and assists in training and instructional sessions for employees in data entry and retrieval procedures, software applications for personal computers, and network and/or Internet, telecommunications and voicemail policies, features and operations.
•    Recommends, provides, and develops training, including development of instructional and reference materials for the training sessions.
 
Data Entry, Maintenance and Retrieval/Report Preparation and General Clerical
•    Enters and/or updates data into system.
•    Maintains information and activities in the databases and maintains integrity of files and follows conventions for the use as required.
•    Creates, updates and maintains automated reporting tools, such as spreadsheets,
•    Reviews source materials and determines data to be entered into database.
•    Retrieves data from computerized records.
•    Executes, prints and distributes reports for departmental distribution.
•    Prepares designs and graphic layouts to be used alone, or with accompanying text, in presentations, newsletters, billing formats, training materials, and a variety of reporting formats.
•    Performs manual record-keeping, document distribution, typing and other clerical tasks; maintains integrity of computerized records and files.
•    Performs related work as required.

Competencies, Knowledge, Skills and Abilities
Knowledge of:
•    Microsoft Office Suite (Word, Excel, PowerPoint, Access)
•    Various software packages and operating systems currently used by the department, including, but not limited to, Windows 10 and 11. 
•    Computer Network system practices
•    Basic LAN/WAN concepts
•    Customer service principles and practices
•    Data entry, maintenance and retrieval procedures
•    Report preparation based on retrieval and formatting of data contained in databases
•    Office practices and procedures 
Skilled in:
•    Written and verbal communication
•    Data entry and retrieval
Ability to:
•    Identify problems, and resolve issues in a timely manner
•    Learn the function, operations and computer needs of the organization supported
•    Learn other department designated application software packages
•    Deliver hands-on and classroom training for individuals and groups of users
•    Service computer devices and to diagnose and resolve stoppages and failures
•    Install software
•    Repair or replace hardware on PC systems, if required by job assignment
•    Install and perform preventative maintenance on printers, scanners and other peripheral equipment, if required by job assignment
•    Work independently in high-paced environment
•    Communicate with all levels of staff
•    Establish and maintain effective working relationships with departmental associates
 

Qualifications

We care more about what you can do than where you learned how to do it.  That said, An associate’s degree in information technology or computer technology can be substituted for two years of the required experience.
OR
 Any equivalent combination of education, certifications and experience determined to be acceptable by the hiring manager.
PHYSICAL AND MEDICAL REQUIREMENTS 
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
 

Additional Information

Salary Range: $50,000 - $54,000

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

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.