Technical Support Specialist - Police

Job Description
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. In this role you will provide first and second-level troubleshooting and technology-related responses in person, by phone and electronically. This role provides desktop computing support to 6,500 Police staff; assist in implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff; and contribute to the needs for analysis, planning, and implementation of software and systems. Due to the 24/7/365 operational requirements with Public Safety and Law Enforcement, this position will also require the individual to work some non-standard work hours including bi-weekly rotating shifts (7 AM - 3 PM &
3 PM - 11 PM) nights, weekends, and holidays when needed.
Your flexibility and commitment to maintaining a consistent level of productivity during both day and evening hours will be essential to the success of our team.
Essential Functions
Customer Relations:
Through our IT Service Management platform, you will manage service requests and inquiries for IT services by either providing solutions to customers directly or escalating them to the most appropriate resource or team for a swift resolution.
Monitor the progress of incidents and requests from inception to resolution.
Keep customers informed of the progress of their service requests.
Technical:
Provide Tier 1 technical support to our service areas for hardware and application issues.
Act as a liaison between our office and designated external partners to ensure vendor managed systems are properly supported.
Image, configure, and install computers and peripherals.
Perform networking cabling, and patching.
Analyze complex problems and escalate to senior technicians (Tier 2 &
3)
Collaborate with internal IT Teams to ensure efficient resolution of escalated issues.
Travel to off-site locations to provide in person support.
Regularly update our IT Asset management system to ensure inventory levels are accurate.
Competencies, Knowledge, Skills and Abilities
Proficient in modern computing technologies and applications (Operating Systems, Office, etc.).
Work independently and collaboratively.
Translate technical concepts to non-technical personnel.
Follow established procedures and meets deadlines.
Respond promptly to customer requests.
Solicit customer feedback to help improve services.
Navigate challenging customer interactions.
Demonstrate Strong communication, problem-solving, and IT support skills.
Familiar with quality assurance, performance monitoring, and customer service principles.
Service Management best practices.
Ability to lift and move computing equipment (Desktops, Laptops, Printers, Servers)