Technical Support Specialist

Job Description

The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.

Essential Functions

Customer Relations :

• Provide 1st tier support to customers
• Answer help desk calls and create tickets in incident tracking system documenting support requests
• Resolve assigned support tickets while keeping end user informed of the status of their request
• Provide support to remote facilities using both remote tools and traveling to various facilities
• Respond to end user inquiries by phone\email\chat
• Create clear and detailed documentation
• Explain technical issues to end users

Technical :

Competencies, Knowledge, Skills and Abilities

Skills :

Knowledge Of :

Qualifications

NOTE : Microsoft Certified Professional (MCP) Certification (Windows 10) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience