Technical Support Analyst

This is information technology work supporting the analysis and administration of local area networks and computing systems and performing the full scope of desktop installation troubleshooting and maintenance for the housing agencies.  The employee in this class administers and maintains assigned network domains and the deployment of desktop assets and promotes the most efficient and optimal utilization of network and workstation technology for users.  Providing user training and support related to network access use of network or network problem resolution and ensuring that application software on file servers is current are significant aspects of the work. Work is performed under the general direction of the Information Technology Manager.

Essential Functions

• Administers core components of local area networks (LAN) including the creation and management of user accounts and groups server backup and recovery processes and the implementation of server changes and upgrades.
• Troubleshoots network connectivity issues and participates in infrastructure projects such as server virtualization system migrations and network hardware upgrades to ensure secure and reliable system performance.
• Responds to desktop support tickets submitted through the TeamDynamix service management system ensuring timely resolution accurate documentation and follow-up on technical issues.
• Deploys desktop and peripheral hardware including the configuration installation and testing of workstations printers and software applications to meet user and departmental needs.
• Manages the full desktop lifecycle including procurement deployment maintenance and decommissioning of hardware in accordance with City standards; serves as the primary contact for vendor repair and maintenance contracts.
• Maintains and updates the IT asset inventory for the department ensuring accurate tracking of all hardware software and network components.
• Provides end-user technical support by diagnosing and resolving hardware and software issues; delivers one-on-one and group training sessions to improve user familiarity with applications and systems.
• Investigates and documents support issues and resolutions developing clear procedures and support documentation for repeatable solutions and user guidance.
• Supports audiovisual and meeting technologies including the setup and maintenance of hybrid and remote meeting tools used for Boards and Commissions ensuring smooth operation and user access during live events.
• Performs physical tasks related to IT support including lifting and transporting equipment pulling cable through ceilings and floors and working in confined spaces as needed.
• Collaborates with IT and business teams to ensure consistent and responsive technical support in alignment with departmental goals and service-level expectations.
• Performs related duties as assigned to support departmental operations and technology initiatives.
• Provides end-user technical support by diagnosing and resolving hardware and software issues; delivers one-on-one and group training sessions to improve user familiarity with applications and systems.
• Investigates and documents support issues and resolutions developing clear procedures and support documentation for repeatable solutions and user guidance.
• Supports audiovisual and meeting technologies including the setup and maintenance of hybrid and remote meeting tools used for Boards and Commissions ensuring smooth operation and user access during live events.
• Performs physical tasks related to IT support including lifting and transporting equipment pulling cable through ceilings and floors and working in confined spaces as needed.
• Collaborates with IT and business teams to ensure consistent and responsive technical support in alignment with departmental goals and service-level expectations.
• Performs related duties as assigned to support departmental operations and technology initiatives

Competencies Knowledge Skills and Abilities

Knowledge of:

• Principles operation and capabilities of desktop and networked computing environments including personal computers laptops printers and other peripheral devices.
• Industry-standard practices for the installation configuration and maintenance of hardware and software in a workstation and server environment.
• The functionality configuration and integration of desktop operating systems (e.g. Windows macOS) and host-based operating systems in both local and domain-based environments.
• Service management systems such as TeamDynamix for tracking responding to and documenting technical support tickets.
• Techniques and best practices for diagnosing and troubleshooting hardware software and network connectivity issues.
• Methods and tools used for imaging deploying and maintaining desktop devices across their full lifecycle.
• Principles and practices for network administration including account management file permissions print services and basic network protocols (TCP/IP DHCP DNS).
• Concepts of network and workstation security including endpoint protection encryption and access control.
• Audio/visual hardware and conferencing tools (e.g. Zoom Teams microphones projectors) used to support hybrid and remote meetings.
• Procedures for maintaining IT asset inventory and coordinating vendor-supported repairs and warranties.
• Cable management structured cabling and safe handling of electrical/IT infrastructure in office settings.
• Emerging technologies and current trends in desktop support enterprise device management and cloud-based productivity tools.

Ability to:

• Deliver responsive and customer-focused technical support to a diverse user base with varying technical skill levels.
• Respond effectively to service requests and incidents via a ticketing system documenting resolutions and escalating issues when appropriate.
• Train and assist users in accessing systems using applications and understanding network resources.
• Prioritize and manage multiple technical tasks efficiently meeting deadlines and service-level expectations.
• Read and interpret technical documentation system manuals and hardware specifications.
• Troubleshoot and resolve desktop network and peripheral device issues independently and collaboratively.
• Configure and maintain user workstations and devices within a domain-joined managed environment.
• Collaborate effectively with team members vendors and other IT departments to resolve technical problems and coordinate deployments.
• Evaluate hardware and software products for compatibility performance and alignment with department standards.
• Perform physical duties such as lifting and carrying IT equipment pulling cables and working in tight or elevated spaces as needed.
• Support and facilitate hybrid and remote public meetings including live technical assistance and AV system setup.

Qualifications :

Education:

• Completion of a bachelors degree with major coursework in Computer Science Decision Science Information Science or a closely related field.
• Experience:
• Two years of experience performing network technical support duties including a full range of assignments from workstation hardware installation and maintenance to LAN/WAN support such as installing evaluating troubleshooting and maintaining network hardware and software.
• Equivalency:
• Any equivalent combination of education training and experience determined to be acceptable by the Human Resources Office will be considered. This includes completion of an associates degree in computer science Decision Science Information Science or a closely related field.
• Additional Requirements:
• Must possess a valid Pennsylvania Drivers License.
• Must be able to lift at least 30 pounds.
• Documentation of curriculum content or course descriptions from an accredited institution or training program must be provided to verify education and training.

Additional Information :

Salary: $50k-$60k

Important: To be considered candidates must provide a cover letter and resume.

All applications should include the following: 
    A one-page cover letter clarifying your interest and qualifications for the role. It really helps us understand why youre interested in this position. We read every single one!
    Your resume or curriculum vitae. 
    Optionally an online professional portfolio or public GitHub account.

We wont 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 youre 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 or send an email to
 

Remote Work :

No

Employment Type :

Full-time