Associate Application Support Specialist

The Associate Systems Engineer is a junior level position responsible for maintaining testing and analyzing City platform services to enable departments and agencies to be productive and meet strategic this role they will provide operational support for information technology systems with a particular focus on critical City platforms such as email and collaboration applications from the Microsoft suite.
As a member of the Platform Engineering team this individual will respond to requests and problems directed to the team and administer core services. They may work in on-premises systems cloud technologies or both. This position works primarily with Windows Active Directory Azure AD Office365 PowerShell and other Microsoft technologies along with a few other key platforms used throughout the City.

Essential Functions

• Handles tickets assigned by team members or grabbed from the team queue.
• Excellent customer service in working with clients and end-users on tickets incidents problems requirements gathering and reviews.
• Active participation in all team meetings including but not limited to stand-ups knowledge transfers ticket crushes bridges and go-lives incidents and outages and planning sessions.
• Fosters and maintains relationships with systems and technician staff across the Citys IT community.
• Champions team initiatives SOPs and best practices with City staff.
• Provides on-call support on rotation with team for major incidents and outages.
• Joins project teams primarily in a supporting role with opportunities for growth and technical leadership.
• Creates shares and updates regularly automation scripts and automations in the ITSM tool related to job functions and tasks.
• Actively participates in the use updating and auditing of the SOP document library the team keeps.
• Routinely utilizes available LMS courses and trainings as well as personal practices to stay on the cutting edge of technology and best practices.
• Completes other duties as assigned by manager or technical team lead.

Qualifications :

We care more about what you can do than where you learned how to do it. That said a bachelors degree is a good foundation for the work and job-related experience around the competencies above is acceptable as well. The ideal candidate will have at least three (3) of experience working within IT with particular preference given to experience with systems administration scripting and coding and Microsoft Office365. Additionally this role may handle sensitive or confidential data. You must be able to pass an FBI background check and pass related trainings and coursework during onboarding.

Competencies Knowledge Skills and Abilities

• Experience managing complex systems and servers in an enterprise-level environment.
• Understanding of Windows operating systems Active Directory and the Microsoft technology landscape.
• Strong written and oral communication skills including being able to present ideas in user-friendly business-friendly and technical language.
• Honed interpersonal skills with a focus on building rapports listening to clients and asking quality questions.
• Competence and confidence in customer service skills including troubleshooting de-escalation discussing issues and providing options for requests and resolutions for issues.
• Proven analytical and problem-solving abilities including ability to anticipate identify and solve critical problems.
• Ability to build effective relationships and strong commitment to working collegially and collaboratively with clients and colleagues at all levels in a diverse and distributed environment.
• Ability to use a City-provided computer and other office equipment including related software and email calendar collaboration tools.

Additional/Desirable Skills & Abilities

• Experience in at least one scripting language PowerShell preferred.
• Experience with PowerBi and DataVerse a plus.
• Familiarity with Windows Server and Linux Oses preferred.
• Knowledge of virtual environments (Hyper V Azure HCI vSphere AWS) desired but not required.
• Understanding of cloud technologies.
• Familiarity with monitoring systems automation software and/or scripting environments.
• Experience in state or local government or similar. Experience with nonprofit or education environments may be applicable.

Additional Information :

Salary Range: $65000 - $80000

Salary Range cannot exceed $80000

All applications must include a cover letter. Applications without a cover letter will be considered incomplete. 

Did you know
We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

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

*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 faqpchr @. For more information go to: Human Relations Website:
Work :

No

Employment Type :

Full-time