IT Technical Support 1

About the role

The Technical Support Specialist plays a major role in supporting the effective use of technology. This role provides desktop computing support to staff in the City of Philadelphia Law Department, assisting in developing and implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff.

Responsibilities

• Serve as the point of contact for Law Department staff seeking technical assistance, ensuring a professional, patient, and service-oriented approach.
• Receive, triage, and respond to incident reports and requests for information related to IT systems, applications, and equipment used across the Law Department’s 400-person workforce.
• Maintain up-to-date knowledge of relevant technologies, tools, and platforms used within the Law Department and the City’s Office of Innovation and Technology, ensuring high-quality support at point of contact.
• Support deployment, configuration, and maintenance of equipment for onboarding and offboarding of Law Department personnel.
• Aid in the maintenance and user support for applications central to legal practice, including document management systems, litigation platforms, case tracking tools, and secure remote-access solutions.
• Contribute to inventory tracking, lifecycle management, and documentation of IT assets assigned to the Law Department.

Requirements

• An associate’s degree or higher from an accredited college or university in Information Technology, Computer Science, or a related field.
• A minimum of two years of experience providing technical support in a Help Desk or service desk environment, including hands-on troubleshooting of desktop hardware, software, and user support issues.

Qualifications

• High school diploma, GED, or equivalent.
• CompTIA A+ certification preferred; equivalent knowledge of PC hardware and support fundamentals acceptable.
• Working knowledge of common IT technologies, including Windows, Office 365, enterprise applications, user account administration, networking basics, printers, mobile devices, and video conferencing tools.
• Ability to perform Tier 1 troubleshooting, accurately identify issues, document actions, and escalate appropriately.
• Strong attention to detail and accuracy in tracking tickets, documenting resolutions, and following established procedures.
• Ability to exercise sound judgment and maintain strict confidentiality when handling privileged legal materials, personnel information, and other sensitive data.
• Demonstrated ability to manage competing priorities in a fast-paced, deadline-driven legal environment where IT issues may impact court filings or time-sensitive work.
• Strong interpersonal and customer service skills, including the ability to build trust, manage difficult situations professionally, and respond promptly to user needs.
• Ability to work both independently and collaboratively, seeking guidance as appropriate on complex or high-risk issues.
• Familiarity with ITIL service management concepts and the ability to apply incident and request management best practices.
• Strong written and verbal communication skills, including preparing clear ticket documentation and status updates.
• Ability to organize and prioritize workload effectively and manage multiple tasks simultaneously.
• Ability to learn City systems such as FAMIS, ADPICS, ACIS, and OnePhilly, as well as legal-specific case and document management tools.
• Proactive problem-solving ability, including identifying recurring issues, recommending improvements, and supporting operational efficiency.
• Commitment to the Law Department’s values of professionalism, ethical conduct, diversity, equity, and inclusion.

Skills

• Clear communication skills.
• Technical troubleshooting abilities.
• Customer service orientation.
• Attention to detail.
• Problem-solving skills.

Benefits

The City of Philadelphia offers a comprehensive benefits package including:

• Comprehensive health coverage for employees and their eligible dependents.
• A wellness program offering eligibility into the discounted medical plan.
• Paid vacation, sick leave, and holidays.
• Generous retirement savings options.
• Opportunities to pay off student loans faster through the Public Service Loan Forgiveness program.
• Free Commute on SEPTA starting September 1, 2023.
• Tuition discounts and scholarships for employees and their dependents.

Pay

$39,787 - $59,693 annually

Schedule

Full-time, in-person (onsite)