Technical Support Specialist-Police job

About the Role

The Technical Support Specialist plays a major role in supporting the effective use of technology for the Philadelphia Police Department. In this role, you will provide first- and second-level troubleshooting and technology-related responses in person, by phone, and electronically. You will support desktop computing for 6,500 Police staff, assist in developing and implementing support policies, and contribute to needs analysis, planning, and implementation of software and systems. This position is based in a newly renovated facility with a state-of-the-art tier 3 data center.

You will alternate shifts every two weeks, switching between 7 AM to 3 PM and 3 PM to 11 PM, to maintain operational continuity.

Responsibilities

• Utilize the service desk application to receive and manage incident and information request calls, resolving them 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 and provide clear problem definitions for escalation to tier 2 & 3.
• Stay updated on new technology developments within the Division of Technology to assist customers effectively.
• Carry out 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 with PC software and operating systems (e.g., MS Windows, MS Office, Mainframe, SQL).
• Ability to apply classroom knowledge to provide basic and first-level support.
• Ability to work independently and as part of a team within established policies and procedures.
• Strong communication skills to explain technical issues to non-technical personnel.
• Ability to work within standard documented procedures and meet commitments.
• Excellent customer service, 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.
• Familiarity with budget and procurement business processes is 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 through partnerships with over a dozen local colleges and universities (10% to 40% savings, sometimes extending to spouses and dependents).

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 resident of the City of Philadelphia within six months of hire.