Product support specialist Jobs in Philadelphia, PA

Job Description

Job Description

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer :

Impact - The work you do here matters to millions.

Growth - Philadelphia is growing, why not grow with it?

Diversity & Inclusion - Find a career in a place where everyone belongs.

Benefits - We care about your well being.

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include : identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

The End-User Services unit is responsible for the development, implementation, and maintenance of IT Service Management (ITSM) functions OIT. ITSM is the process-focused management of IT services to provide the best quality of service in a customer-centric, cost-justified, and efficient way. The position of Technical Support Specialist serves as the main point of contact between the IT Services and the users of these services to resolve and or diagnose as many problems as possible at this level.

Essential Functions

Customer Relations :

• Receive incident and information request calls from the customers for IT services, and service that call either by resolving on point of contact or passing the call to the most appropriate person for resolution.
• Monitor the progress of the call from inception to resolution.
• Keep customers informed of the progress of their queries.
• Escalate calls to the Service Desk Manager using predefined procedures where the resolution.
• Professional customer service skills

Technical :

Competencies, Knowledge, Skills and Abilities

Ability To :

Knowledge Of :

Qualifications

Additional Information

Salary Not to Exceed :  $50,000

Starting salary to be determined based on experience and qualifications.

Important : To apply, candidates must provide a cover letter and a resume.

Work Setting : in-person (onsite)

Discover the Perks of Being a City of Philadelphia Employee :

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

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 and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].