The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.Essential FunctionsCustomer Relations:Provide 1st tier support to customersAnswer help desk calls and create tickets in incident tracking system documenting support requestsResolve assigned support tickets while keeping end user informed of the status of their requestProvide support to remote facilities using both remote tools and traveling to various facilitiesRespond to end user inquiries by phoneemailchatCreate clear and detailed documentationExplain technical issues to end usersTechnical:Troubleshoot issues with Windows operating systems, printers, and installed softwareConfigure laptops and desktops by installing operating system and updating needed drivers and firmwareCreate and deploy images for laptops and desktopsInstall softwareDetermine technical issues to escalate to tier 2 & tier 3 to support customers 
