Job Details
Qualifications
- Associate's degree
- Communication skills
- Computer skills
- Customer relationship management
- Customer service
- High school diploma or GED
- Human resources
Benefits
- Employee discount
- Health insurance
- Loan forgiveness
- Paid time off
- Wellness program
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
This full performance level Technical Support Specialist position which specializes in assisting the mobile device team with deploying smartphones, basic feature phones, hotspots and other mobile equipment. This position is an entry level position within the mobile unit, but candidate must have working mobile knowledge and willingness to learn about our mobile environment. Candidate must be able to work in a fast paced, high volume, VIP interfacing environment with excellent customer service skills. Candidate must possess the ability to be flexible with work schedule when required.
Essential Functions
- Schedule repair and troubleshooting appointments
- Maintain and perform equipment inventory checks
- Prepare mobile devices for deployment
- Point of contact for mobile device users
- Assist Wireless Communication Analyst with activating mobile devices
- Issue SIM cards for data only mobile equipment
- Thoroughly record information into SysAid ticketing systems to ensure resolution is clearly stated
- Place orders for new, replacement or upgrade mobile devices
- Daily monitoring of Mobile Support que
- Interact with third party vendors, wireless carrier and MDM vendors
- Interact with customers face to face or via email, providing exceptional customer service
- Coordinate device provisioning with wireless carrier
- Follow directives provided by the Executive Team, Mobile Device Support Supervisor or Mobile Device Support Lead
- Knowledgeable on current mobile developments for equipment and industry changes or impacts; attends training sessions as necessary
- Maintain safe and clean work environment
- Maintain a professional image and attitude
- Team oriented
- Reliable and timely, strong work ethic
- Honesty and integrity are required
- Good written communication skills
- Basic computer skills
- Strong problem-solving skills
- Ability to work with a diverse set of customers with a variety of skill levels
- Ability to handle multiple concurrent tasks
- Ability to work independently with limited supervision
- Ability to work effectively in a team environment
- Keep work area clean and sterile
- Performs all other related duties as assigned
- High school diploma required, completion of an associate degree program at an accredited college or university a plus however, equivalent combination of education and experience deemed acceptable by the Office of Innovation & Technology and Human Resources also considered.
- Experience working in a large organization [IT Help Desk or Call Center a plus)
- 1-3 years of progressive experience in delivery services, customer relationship management, and organizational change management. [government agency experience a plus]
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.
Did you know?
We are a Public Service Loan Forgiveness Program qualified employer
25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
We offer Comprehensive health coverage for employees and their eligible dependents
Our wellness program offers eligibility into the discounted medical plan
Employees receive paid vacation, sick leave, and holidays
Generous retirement savings options are available
- The successful candidate must be a city of Philadelphia resident within six months of hire