Job Description
The Associate Systems Engineer works as part of a highly collaborative group that’s responsible for installation\configuration\management of desktop and laptop computer systems as well as the administration and maintenance of COTS applications. In addition, this position participates in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Associate Systems Engineer to learn new technologies and provide support for the creation of new processes for the team. The Associate Systems Engineer will report to the Water Information Center Manager.
Essential Functions
Customer Relations:
• Provide tier 1 and 2 support to customers.
• 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 using remote tools.
• Respond to end user inquiries by phone\email\chat.
• Create clear and detailed documentation.
• Explain technical issues to end users.
• Assist junior support staff with resolving higher level issues.
• Participate in project teams to ensure tasks are completed on time.
• Take ownership of endpoint replacement process.
Technical:
• Troubleshoot problems 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, maintain, and update software as necessary.
• Interact with vendors’ technical support desk.
• Determine when issues need to be escalated to tier support of application vendors.
Competencies, Knowledge, Skills and Abilities
• 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 interpersonal skills
• Excellent time-management and prioritization 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 and scanners
• Remote Desktop
• VPN Software
Qualifications
• High School Diploma, GED, or higher education.
• Knowledge of PC hardware & A+ certification
• Minimum 2 years of experience in a Desktop Support role
• NOTE: Microsoft Certified Professional (MCP) Certification (Windows 10) or an associate degree in Information Technology or Computer Technology can be substituted for any of the above experience
• Other Requirements-Must have a valid PA Driver’s License and the ability to lift 50 lbs.
Additional Information
Salary Range: $65,000 - $75,000
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:
• 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
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!
*The successful candidate must be a city of Philadelphia resident within six months of hire
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 faqpchr@phila.gov.