IT Technical Support 1

The Technical Support Specialist plays a major role in supporting the effective use of technology. 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 staff; assists in developing and implementing support policies that promote a sustainable infrastructure for the benefit of the entire staff; contributes to needs analysis, planning, and implementation of software and systems.While an employee of the Office of Innovation & Technology, this role will be detailed to the City of Philadelphia Law Department with assignment to Law’s Administrative Services Unit, joining an existing IT team of two, providing support to a staff of over 400.This position is designated as fully onsite and employees are expected to report in person five (5) days per week, in accordance with the City Policy. Regular on-site presence is an operational requirement of this role.The functions listed below are intended to describe the general nature and level of work performed in this role. They are not intended to be an exhaustive list of all duties, responsibilities, or essential functions. Duties may be modified, assigned, or reassigned as operational needs evolve, consistent with applicable law.Customer Relations: Serve as the point of contact for Law Department staff seeking technical assistance, ensuring a professional, patient, and service‑oriented approach.Receive, triage, and respond to incident reports and requests for information related to IT systems, applications, and equipment used across the Law Department’s 400‑person workforce.Monitor and track progress of all assigned tickets from submission through resolution, ensuring timely follow‑up and closure.Keep staff informed about the status of their requests, including anticipated timelines, next steps, and any required user actions.Coordinate closely with the Law IT Team (Associate IT Director and IT Manager) to escalate issues that require higher-level technical intervention or broader system coordination.Support Law Department initiatives by providing clear, user‑friendly explanations of technical issues and solutions, including assistance with legal‑specific tools (e.g., case management systems, document management tools, secure communications platforms).Technical:Assess and prioritize incoming requests based on urgency, business impact, and knowledge of the Law Department’s operational needs, including court deadlines and critical legal functions.Resolve Tier 1 technical issues independently whenever possible, covering hardware, software, user accounts, connectivity, printers, mobile devices, and conferencing systems.Document and clearly articulate problem details and troubleshooting steps when escalating unresolved issues to Tier 2 or Tier 3 within OIT or other specialized support teams.Maintain up‑to‑date knowledge of relevant technologies, tools, and platforms used within the Law Department and the City’s Office of Innovation and Technology, ensuring high‑quality support at point of contact.Perform initial incident analysis and resolution for IT issues that fall outside standard service targets, taking appropriate action to minimize disruptions to legal operations.Support deployment, configuration, and maintenance of equipment for onboarding and offboarding of Law Department personnel.Assist with maintenance and user support for applications central to legal practice, including document management systems, litigation platforms, case tracking tools, and secure remote-access solutions.Contribute to inventory tracking, lifecycle management, and documentation of IT assets assigned to the Law Department.