IT Support Specialist — 1st/2nd Line Helpdesk (City)

City of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Health coverage

Wellness program

Paid vacation

Retirement options

Student loan forgiveness

Free SEPTA rides

Tuition discounts

Job summary

The City of Philadelphia seeks a Technical Support Specialist to deliver desktop computing support to the 911 Call Center staff, ensuring available technology and prompt incident resolution. You will troubleshoot hardware and software, install PCs and peripherals, and help implement support policies that sustain infrastructure across the department.

You will work in a state-of-the-art data center environment, provide day-to-evening coverage on rotating shifts, and collaborate with IT teams to

Qualifications

• High School Diploma, GED, or other equivalent.
• Knowledge of PC hardware and A+ certification.
• Minimum 2-year experience in a Service Desk environment.

Responsibilities

• Provide first- and second-level technical support for IT services and 911 Call Center hardware and applications.
• Image, configure, and install PCs and peripherals.
• Prioritise and escalate calls based on business impact and ITIL guidelines.
• Resolve as many calls as possible at tier 1 and prepare clear handoffs to tier 2/3.

Skills

PC hardware

A+ certification

Service desk experience

Windows OS

MS Office

ITIL basics

Customer service

Education

High School Diploma or equivalent

Job description

The City of Philadelphia seeks a Technical Support Specialist to deliver desktop computing support to the 911 Call Center staff, ensuring available technology and prompt incident resolution. You will troubleshoot hardware and software, install PCs and peripherals, and help implement support policies that sustain infrastructure across the department.

You will work in a state-of-the-art data center environment, provide day-to-evening coverage on rotating shifts, and collaborate with IT teams to