Technical Support Specialist - Water

Job Description

The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. 

This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.

Essential Functions

Customer Relations:

Provide 1st tier support to customers

Answer help desk calls and create tickets in incident tracking system documenting support requests

Resolve assigned support tickets while keeping end user informed of the status of their request

Provide support to remote facilities using both remote tools and traveling to various facilities

Respond to end user inquiries by phone\email\chat

Create clear and detailed documentation

Explain technical issues to end users

Technical:

Troubleshoot issues with Windows operating systems, printers, and installed software

Configure laptops and desktops by installing operating system and updating needed drivers and firmware

Create and deploy images for laptops and desktops

Install software

Determine technical issues to escalate to tier 2 & tier 3 to support customers

Competencies, Knowledge, Skills and Abilities

Skills:

A+ Certification

Ability to work independently and as a team member

Excellent communication skills to translate technical language to non-technical personnel and customers

Excellent customer service skills

Excellent time-management skills

Ability to meet multiple competing deadlines

Ability to overcome obstacles to customer solutions to satisfy customers

Ability to quickly learn new technologies

Knowledge Of:

MS Office and other PC software

Adobe Acrobat

Web Browsers (Chrome, IE, Firefox)

Windows desktop operating systems

Software licensing

Printers

Remote Desktop

VPN Software