Technical Support Specialist - Health IT

  • 1401 John F Kennedy Blvd, Philadelphia, PA 19102, USA
  • Employees can work remotely
  • Full-time

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.

The Office of Innovation and Technology (OIT) oversees most major technology projects for the City of Philadelphia (CoP), ensures continuity of the City's technology operations, and finds new ways to help the public interact meaningfully with technology. OIT uses technology to help City employees do their work better and helps residents get what they need from municipal government.

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 Philadelphia Department of Public Health’s (DPH’s) mission is to protect and promote the health of all Philadelphians and to provide a safety net for the most vulnerable. We provide services, set policies, and enforce laws that support the dignity of every man, woman, and child in Philadelphia. The health department is organized in the following divisions, each of which is responsible for providing service related to its name: AIDS Activity Coordinating Office, Air Management Services, Ambulatory Health Services, Chronic Disease Prevention, Commissioner’s Office, COVID Containment, Disease Control, Environmental Health Services, Facilities Management, Fiscal, Human Resources, Information Technology, Lead and Healthy Homes, Maternal Child and Family Health Services, Medical Examiner’s Office, Substance Abuse Prevention and Harm Reduction, and Public Health Laboratory.

The department also provides nursing homes services, and we work with a broad network of community, hospital, academic and business partners throughout Philadelphia and the Delaware Valley. We work together to make Philadelphia a healthy place to live, work and play.

 

Job Description

The Technical Support Specialist plays a major role in supporting the effective use of technology by DPH staff. Provides first- and second-level troubleshooting and technology-related responses in person, by phone, remotely, and electronically.  Provides desktop and mobile technology support to DPH 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. 

Responsibilities

Client Relations:

  • Respond to PDPH staff technology-related queries and provides professional one-on-one support for staff via individual meetings (primarily office visits), email, phone, and remote support tools as appropriate
  • Ensure a high-quality client experience in every interaction
  • Achieve and maintain an understanding of DPH divisions’ operations and the criticality of their various services to the public
  • Keep clients informed of the progress of their queries and requests; follow up promptly and regularly with clients and colleagues
  • Set and achieve reasonable windows of expectation on response and resolution
  • Understand DPH and Office of Innovation and Technology (OIT) services and policies, and be able to explain and present helpful paths to clients
  • Solicit customer feedback to help improve services; recommend ideas and service modifications to supervisor and team members

Technical:

  • Diagnose and resolve advanced hardware and software issues with desktop, laptop, and mobile equipment
  • Stay abreast of technology trends related to DPH needs and operations
  • Develop and maintain a high level of proficiency with City/DPH systems and technologies
  • Maintain familiarity with mobile devices and technologies
  • Prioritize and escalate calls based on the client/public impact
  • Resolve as many calls as possible at the initial point of contact
  • Clearly assess and define problems when routing to HealthIT colleagues; collect detailed information and document troubleshooting, allowing for faster resolution

Professional:

  • Follow HealthIT practices including use of ticket tracking and other communication tools, developing and maintaining internal documentation, and communicating with DPH staff
  • Work closely with HealthIT colleagues to track, research, document, and resolve problems and assist in the development of appropriate policies
  • Maintain knowledge of City, OIT, DPH, and HealthIT roles and responsibilities
  • Participate in IT projects as requested
  • Coordinate and communicate with outside vendors as required
  • Promote the objectives of DPH and HealthIT
  • Develop respectful, collegial relationships with clients and colleagues
  • Carry a City-assigned cell phone to receive and respond to calls, texts, and other messages; be on occasional call for emergency and urgent needs as required by job duties
  • Performs other job-related duties as assigned.

Competencies

  • Dedication to respecting others and treating others equally regardless of differences of any kind
  • Willingness to learn, be flexible, and arrive willing to help in a challenging situation
  • Excellent troubleshooting, creative problem solving, and application support skills
  • Deep familiarity with common operating systems and software (particularly Microsoft Windows, Office 365, Adobe Acrobat, Android, etc.)
  • Knowledge of and facility with a broad variety of technologies and services including Web browsers, applications, and plug-ins; VPNs; collaboration tools; network connectivity; printing; file access and similar
  • Learn and research independently and by working with knowledgeable colleagues
  • Excellent attention to detail and follow-through
  • Excellent oral and written communication skills, especially the ability to capture and communicate complex technical information
  • Professional demeanor and ability to remain calm in challenging situations
  • Maintain positive professional relationships with colleagues
  • Learn and adapt quickly and adopt new technologies
  • Manage multiple priorities and competing time demands; willingness to seek guidance from a supervisor when appropriate

Qualifications

  • High School Diploma, GED, or equivalent. Associates Degree or higher, and/or coursework or certification in relevant topics or technologies a plus (e.g., CompTIA, Microsoft technologies, ITIL, project management, security, networking)

  • Minimum 2 years experience in a customer-oriented technology support or technology education environment

  • General knowledge of networking, IT security, and modern IT best practices

  • Preferred knowledge/experience:

    o   HIPAA/HITECH

    o   Healthcare and/or government

    o   Service management concepts

    o   Mobile device functionality and security

    o   Accessibility in common products

    o   Technologies presently in use by DPH or the City of Philadelphia

    o   Learning and supporting a variety of purpose-built software

    o   Working as a member of a project team

    o   Basic knowledge of electrical systems and loads

Position requires regular moving and connecting of technology equipment up to 50 lbs in various configurations, and frequent circulation between City sites.  Possession of a current, valid driver’s license preferred, but not required.

Any equivalent combination of education and experience deemed acceptable by Human Resources and the hiring director will be considered.

Additional Information

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

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. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx