Company Description

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.

The Associate Systems Engineer works as part of a highly collaborative group that’s responsible for installation\configuration\management of desktop and laptop computer systems as well as the administration and maintenance of COTS applications. In addition, this position participates in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Associate Systems Engineer to learn new technologies and provide support for the creation of new processes for the team. The Associate Systems Engineer will report to the Water Information Center Manager.

Job Description

Essential Functions

Customer Relations:

Provide tier 1 and 2 support to customers.
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 using remote tools.
Respond to end user inquiries by phone\email\chat.
Create clear and detailed documentation.
Explain technical issues to end users.
Assist junior support staff with resolving higher level issues.
Participate in project teams to ensure tasks are completed on time.
Take ownership of endpoint replacement process.

Technical:

Troubleshoot problems with Windows operating systems, printers, and installed software.
Configure laptops and desktops by installing operating system and updating needed drivers and firmware.
Create and deploy images for laptops and desktops.
Install, maintain, and update software as necessary.
Interact with vendors’ technical support desk.
Determine when issues need to be escalated to tier support of application vendors.

Qualifications

High School Diploma, GED, or higher education.
Knowledge of PC hardware & A+ certification
Minimum 2 years of experience in a Desktop Support role
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
Other Requirements-Must have a valid PA Driver’s License and the ability to lift 50 lbs.

Competencies, Knowledge, Skills and Abilities

A+ Certification
Ability to work independently and as a team member
Excellent communication skills to translate technical language to non-technical personnel and customers
Excellent interpersonal skills
Excellent time-management and prioritization skills
Ability to meet multiple competing deadlines
Ability to overcome obstacles to customer solutions to satisfy customers
Ability to quickly learn new technologies
MS Office and other PC software
Adobe Acrobat
Web Browsers (Chrome, IE, Firefox)
Windows desktop operating systems
Software licensing
Printers and scanners
Remote Desktop
VPN Software

Additional Information

Salary Range: $65,000-$74,907

Salary cannot exceed $74,907

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 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx

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