Job Description

This is technical communications support work within the City of Philadelphia's IT Command Center (ITCC). The role involves monitoring network operational functions, delivering customer service, performing incident management, and coordinating the dispatching of emergency work during assigned shifts in a 24-hour communications center. The IT Support Specialist handles essential monitoring, initial diagnostics, and escalation of complex issues. Responsibilities include monitoring network, applications, and systems events, answering phones, issuing notifications and escalations, and coordinating emergency repairs. This role is critical for maintaining the operational integrity of the City's IT infrastructure. Work is performed under the supervision of an administrative or technical superior.

• Receives and transmits messages as part of the triage process; coordinates incidents to resolve service interruption issues within the City and its partners. Performs routine alert monitoring and operational activities to reduce or eliminate customer disruptions.
• Handles incoming calls and messages about municipal network issues, dispatching emergency repair work as required. Engages directly with field teams to coordinate the repair of critical systems, prioritizing based on established standards.
• Monitors network hardware, including routers, switches, firewalls, and remote technologies, ensuring proper operations. Records and timestamps messages logs pertinent details, and updates ticketing systems with relevant incident information.
• Assists with monitoring and troubleshooting application batch jobs, identifying issues such as job failures, and escalating critical job failures to appropriate parties as needed.
• Receives calls from police patrol personnel or municipal employees requesting road service, equipment, operators, or cars for City or departmental work; determines priorities according to established standards and availability of staff and equipment; makes assignments to the field.
• Prepares route schedules for drivers and operators; provides operational support on issues including activations, service bookings, internal/external customer notifications, carrier measurements, peak/polls, and customer access.
• Monitors burglar, trouble, and pump alarm systems; notifies proper city authorities in the event of a sounded alarm and monitors radio traffic until the incident has been closed.
• Monitors application batch jobs to ensure accurate completion of these jobs; troubleshoots failed batch jobs, including starting and stopping failed jobs, queuing failed jobs, and escalating critical job failures to appropriate parties.
• Tracks and monitors all communication services; collaborates with customers to troubleshoot and resolve managed service issues, ensuring that all service level agreements are maintained.
• Creates reports on IT incidents, including the total number of resolved incidents, open tickets, and other vital metrics. Assists in tracking IT issues using standardized tools and protocols.
• Documents all incoming calls, technical issues addressed, and pertinent information using a ticketing system to update information regarding the progress of each call.
• Receives phone reports concerning water main breaks, flooded cellars, and other irregularities within the water distribution system; questions callers to elicit location, depth, and force of water and other pertinent details; locates trouble spots on city maps.
• Performs related work as required.

KNOWLEDGE OF:
• Network and communication systems, including municipal operations network tools such as SolarWinds, StatusCake, WUG, and other monitoring software.
• Departmental policies, procedures, and protocols governing incident management and network communications.
SKILL IN:
• Communicating clearly and efficiently, especially in high-pressure situations.
• Monitoring and troubleshooting fundamental network issues, including routers, switches, and firewall operations.
• Utilizing computerized equipment and network management tools for monitoring and incident response.
ABILITY TO:
• Maintain proactive awareness of potential infrastructure issues, escalating as needed.
• Accurately maintain logs and records following incident management protocols.
• Make sound, quick decisions during incident management, especially in time-sensitive scenarios.
• Operate effectively as a team and successfully coordinate with other departments.
• Triage incoming customer issues, escalating unresolved incidents promptly.
• Use ticketing systems effectively to log and track incident progression.
• Learn the names, locations, and functions of various city officials and their departments.
• Think clearly and act calmly under pressure when receiving and transmitting calls and messages in high-stress situations.

Qualifications

• High school diploma, college degree, or IT or Computer Science degree program enrollment.

Additional Information

Salary Not to Exceed: $50,000

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