Technical Support Specialist-Police
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. So we need to extract substantive info.
Let's parse posting:
Intro about Philadelphia, city values, etc. That's generic but could be "About the role"? Actually it's about city, not role. Might be considered "About the role"? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections like About the role (description of role), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to preserve all substantive information. Let's identify:
- Role description: Technical Support Specialist for Police Department, supporting technology, first- and second-level troubleshooting, desktop computing support to 6,500 Police staff, assist in developing support policies, contribute to needs analysis, planning, implementation of software and systems, alternating shifts every two weeks between 7 AM-3 PM and 3 PM-11 PM.
- Essential Functions (Responsibilities): list bullet points: Customer Relations: using service desk app, receive incident and info request calls, resolve or pass, monitor progress, keep customers informed, escalate calls. Technical: Provide technical support to 911 Call Center for hardware and some application issues, collect logs and provide to vendors, image, configure, install PCs and peripherals including mobile computers used in Police vehicles, prioritize and escalate calls based on business impact, resolve as many calls as possible at tier 1, assess and provide clear definition of problems to pass to tier 2 & tier 3, keep abreast of new development in technology within Division of Technology, carry out first line incident resolution for any IT related problems that falls outside agreed targets, travel to remote Police locations to resolve issues with PCs and peripherals; install data lines as needed.
- Qualifications: High School Diploma, GED, or other equivalent. Knowledge of PC hardware & A+ certified. Minimum 2-year experience in a Service Desk environment.
- Competencies, Knowledge, Skills And Abilities: list many: Appreciate basics of multiple technologies and services from different technologies and service providers. Demonstrate keyboard skills and good understanding of PC software and operating systems e.g., MS Windows, MS Office, Mainframe, SQL. Apply classroom knowledge to working environment to provide basic & 1st level support. Work independently and as a team member within established policies and procedures. Explain technical issues to non-technical personnel. Work within standard documented procedures. Meet commitments, including service desk tickets assigned. Respond promptly to customer needs. Solicit customer feedback to help improve services. Manages difficult or emotional customer situations. Demonstrate good communication, problem solving, and application support skills. Principles of quality assurance, performance monitoring and ways in which commitment to customer focus can be practically demonstrated. Principles of equality and ways they can be demonstrated in every aspect of the Unit’s work. Principles of ITIL Service Management. Budget and Procurement Business Processes a plus. Basic customer service skills.
- Additional Information: Salary cannot exceed $55,000. All applications must include a cover letter. Applications without a cover letter will be considered incomplete. 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 you're 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 ... (EEO boilerplate) - we need to remove EEO/equal-opportunity boilerplate. Also remove application instructions? The instruction says remove application instructions. The cover letter requirement is an application instruction? Possibly yes: "All applications must include a cover letter. Applications without a cover letter will be considered incomplete." That's an application instruction; we should remove it. Also "Work Setting: in-person (onsite)" maybe keep as part of schedule? Not exactly schedule. Could be part of "About the role" or "Work Setting". But we only have headings list; we could include a short paragraph about work setting under About the role or maybe a separate section? Not in list. Probably we can include it under About the role as prose.
Pay: we have salary cannot exceed $55,000. That's specific. So we can include Pay section with that info.
Schedule: alternating shifts every two weeks, switching between 7 AM to 3 PM and 3 PM to 11 PM. That's schedule.
Benefits: list of perks: comprehensive health coverage, wellness program discounted medical plan, paid vacation, sick leave, holidays, generous retirement savings, Public Service Loan Forgiveness program, free SEPTA commute, tuition discounts/scholarships 10%-40%. Also maybe mention "We Care About Your Well Being" earlier but that's generic. We'll include benefits.
We also have "About the role": maybe a paragraph summarizing role and city context? The intro about Philadelphia is generic but could be considered "About the role"? Actually it's about city, not role. Might be considered "About the role" if we treat it as description of the organization and role context. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can include About the role with description of the role and maybe city context. We'll keep substantive info: role description (Technical Support Specialist plays a major role...). Also mention OIT overview? That's about department. Could be part of About the role.
We need to avoid filler like "commensurate with experience", "not specified", etc. We have specific content.
We must not repeat job title as heading. So no heading with "Technical Support Specialist". Good.
We must not put Job ID/requisition numbers as headings.
We must output only HTML fragment, no /, no markdown fences.
Thus produce something like:
About the role
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can include About the role with description of the role and maybe city context. We'll keep substantive info: role description (Technical Support Specialist plays a major role...). Also mention OIT overview? That's about department. Could be part of About the role.
We need to avoid filler like "commensurate with experience", "not specified", etc. We have specific content.
We must not repeat job title as heading. So no heading with "Technical Support Specialist". Good.
We must not put Job ID/requisition numbers as headings.
We must output only HTML fragment, no /, no markdown fences.
Thus produce something like:
About the role
...
Responsibilities
- ... ...
Requirements
... maybe combine Qualifications and Competencies? Actually Requirements could be qualifications? The list includes Requirements and Qualifications separate. We can treat Requirements as the mandatory qualifications (HS diploma, A+, 2-year experience). Qualifications could be the broader competencies? But we have both sections. Let's map: - Requirements: maybe the mandatory qualifications (HS diploma/GED, A+ cert, 2-year experience). - Qualifications: maybe the knowledge, skills, abilities list (competencies). - Skills: maybe we could separate but we have many overlapping. Could combine Skills with Qualifications? But we need to follow instruction: use headings only when posting has real specific content. We have content for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We'll include all. Thus: Requirements: HS diploma/GED or equivalent, Knowledge of PC hardware & A+ certified, Minimum 2-year experience in a Service Desk environment. Qualifications: list of competencies etc. Skills: maybe we could extract specific skills: keyboard skills, understanding of PC software/OS, explain technical issues, work independently/team, etc. But that overlaps with qualifications. Could treat Skills as the subset: Demonstrate keyboard skills, good understanding of PC software and operating systems (MS Windows, MS Office, Mainframe, SQL), Apply classroom knowledge, Explain technical issues to non-technical personnel, Work within standard documented procedures, Meet commitments, Respond promptly, Solicit feedback, Manage difficult situations, Demonstrate good communication, problem solving, application support skills, Principles of quality assurance, performance monitoring, commitment to customer focus, Principles of equality, Principles of ITIL Service Management, Budget and Procurement Business Processes a plus, Basic customer service skills. That's essentially same as qualifications. Might be redundant but okay. We could combine Qualifications and Skills into one but instruction says prefer few substantive sections over many thin ones. So maybe we should not split too thin. Could combine Qualifications and Skills into one section called "Qualifications & Skills". But headings list includes both; we could still include both but risk thin. However we have enough content for each. Let's decide: We'll include Requirements, Qualifications, Skills, Benefits, Pay, Schedule, About the role, Responsibilities. Now we need to strip boilerplate: EEO paragraph, vaccination info? Vaccination info is specific to role? It mentions vaccination requirement for non-medical positions; that's relevant. Should we keep? It's not boilerplate; it's a specific policy. Might keep under About the role or a separate section? Not in headings list. Could include under About the role as prose. Also "The successful candidate must be a city of Philadelphia resident within six months of hire" - that's a requirement; could be under Requirements. Also "Effective May 22, 2023, vaccinations are no longer required..." - keep. Now remove application instructions: cover letter requirement. Remove that. Also remove "Discover the Perks of Being a City of Philadelphia Employee:" maybe keep as part of benefits. Now produce HTML. We'll need to escape any special characters like & etc. Use & etc. Let's craft. About the role paragraph: combine city intro and OIT description and role specifics. Responsibilities: list bullet points from Essential Functions. Requirements: list bullet points: HS diploma/GED or equivalent; Knowledge of PC hardware & A+ certified; Minimum 2-year experience in a Service Desk environment; Must be a City of Philadelphia resident within six months of hire. Qualifications: list bullet points of competencies etc. Skills: list bullet points of specific skills (maybe we can extract from qualifications but we can rephrase). To avoid duplication, we could list skills as: Keyboard proficiency; Understanding of PC software and operating systems (MS Windows, MS Office, Mainframe, SQL); Ability to apply classroom knowledge to work environment; Explain technical issues to non-technical personnel; Work within documented procedures; Meet service desk ticket commitments; Respond promptly to customer needs; Solicit customer feedback; Manage difficult or emotional customer situations; Demonstrate good communication