Technical Support Specialist-Police
About the Role
The Technical Support Specialist plays a major role in supporting the effective use of technology for the Philadelphia Police Department. Occupying a newly renovated facility with a state-of-the-art tier 3 data center, you will be part of a technology-forward support team. This role provides first- and second-level troubleshooting and technology-related responses in person, by phone, and electronically.
You will provide desktop computing support to 6,500 Police staff, assist in developing and implementing support policies, and contribute to needs analysis, planning, and implementation of software and systems. The role requires alternating shifts every two weeks between 7 AM to 3 PM and 3 PM to 11 PM to maintain operational continuity.
Responsibilities
- Receive incident and information request calls for IT services via the service desk application, resolving issues on first contact or escalating to the appropriate team.
- Monitor the progress of calls from inception to resolution and keep customers informed.
- Escalate calls to the Service Desk Manager using predefined procedures when necessary.
- Provide technical support to the 911 Call Center for hardware and some application issues, including collecting logs for vendors.
- Image, configure, and install PCs and peripherals, including mobile computers used in Police vehicles.
- Prioritize and escalate calls based on the business impact of reported problems.
- Resolve as many calls as possible at tier 1; assess and define problems for escalation to tier 2 and tier 3.
- Stay updated on new technology developments within the Division of Technology to assist customers effectively.
- Perform first-line incident resolution for IT-related problems outside agreed targets.
- Travel to remote Police locations to resolve issues with PCs and peripherals and install data lines as needed.
Requirements
- High School Diploma, GED, or equivalent.
- Knowledge of PC hardware and A+ certification.
- Minimum 2 years of experience in a Service Desk environment.
Skills
- Understanding of multiple technologies and services from different providers.
- Proficiency in keyboard skills and PC software/operating systems (e.g., MS Windows, MS Office, Mainframe, SQL).
- Ability to apply classroom knowledge to provide basic and first-level support.
- Work independently and as part of a team within established policies and procedures.
- Explain technical issues to non-technical personnel.
- Strong communication, problem-solving, and application support skills.
- Knowledge of ITIL Service Management principles.
- Understanding of quality assurance, performance monitoring, and customer focus.
- Awareness of equality principles and their application in the workplace.
- Basic customer service skills.
- Budget and procurement business processes (a plus).
Benefits
- Comprehensive health coverage for employees and eligible dependents.
- Wellness program with eligibility for discounted medical plans.
- Paid vacation, sick leave, and holidays.
- Generous retirement savings options.
- Public Service Loan Forgiveness program eligibility for student loan repayment.
- Free SEPTA public transportation for eligible employees (full-time, part-time, and provisional).
- Tuition discounts and scholarships (10% to 40%) through partnerships with over a dozen local colleges and universities, extending to spouses and dependents in some cases.
Pay
Salary cannot exceed $55,000.
Schedule
- Alternating shifts every two weeks: 7 AM to 3 PM and 3 PM to 11 PM.
The successful candidate must be a City of Philadelphia resident within six months of hire.