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.
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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 Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.
Job Description
This position is within the Office of Innovation & Technology (OIT), the central IT agency for the City of Philadelphia and assigned to the Department of Planning and Development’s (DPD) IT unit. DPD regularly engages with the public, city officials and a wide array of stakeholders to obtain input on the formulation of neighborhood, district and housing plans and to communicate the work of the department with the public. The Department of Planning and Development is made of up multiple divisions including Philadelphia City Planning Commission (PCPC), Philadelphia Historical Commission (PHC), Art Commission, Zoning Board of Adjustment (ZBA), Development Services, Division of Housing and Community Development (DHCD), and partners with the Philadelphia Housing Development Corporation (PHDC). This position is supported by the Operations Transformation Fund (OTF). The OTF is a $10 million internal City fund which is investing in transformative municipal projects through Fiscal Year 2023. Across different City departments, OTF projects are implementing people-centered and sustainable solutions that focus on efficient and equitable service provision to benefit Philadelphians. OTF project teams receive ongoing support and assistance from the City’s Office of the Chief Administrative Officer (CAO), which manages the OTF, and participate in activities as a cohort.
The primary responsibility of this position is providing application support from a business perspective. This position serves as a business knowledge expert that has in depth knowledge of the various business applications (Office 365, Zoom, WebX, Eclipse, etc) deployed within the department. This position is responsible for user acceptance testing and training end users when upgrades and enhancements are developed for these applications. In addition, this position will participate in the installation and maintenance of business applications. This position supports end users in their daily use of these applications. Assist in the setup and support of virtual conferencing meetings using various platforms and technologies. Ensure continuity and seamless meeting experience for attendees. Aid staff with virtual conferencing related issues and facilitate resolutions. Work with outside vendors to resolve issues and perform updates/upgrades, as needed.
Essential Functions
Customer Relations and Help Desk:
• Receive incident and information requests from end users for business application services and responds to the requests either by resolving on point of contact or referring the request to the most appropriate person for resolution.
• Monitor the progress of the request from inception to resolution.
• Keep end users informed of the progress of their requests.
• Escalates support requests per DPD IT guidelines; based on knowledge of the business impact of the reported problems.
• Keeps IT management informed regarding problems and issues.
Support for Boards Administration Unit.
• Provides primary technical assistance with recording all of the Department’s virtual public hearings (Zoom) and posting all video hearings on the City’s public platform (YouTube) channel for public access.
• Works directly with Boards Administration staff and management to efficiently carry out this mandatory program, which is now required by City ordinance.
• Coordinates with OIT’s Web & Creative Services Team for necessary credentials and access to the City’s YouTube channel.
• Manages recordings throughout the entirety of all public hearings, which occasionally may run past normal working hours; informs all participants that meetings are recorded and will be shared online for the public to access; manages Zoom waiting rooms when necessary.
• Carries out the above duties in accordance with OIT’s “Guidance for Boards and Commissions: Recording Virtual Public Meetings and Ensuring Public Access”.
• Performs related duties as required.
Software Administration and Support:
Lead or assist with:
Install, configure, and maintain:
• Operating systems, application software, and apply patches and product updates.
• Analyze, troubleshoot, and resolve system/application software, networking, telecom, and other related issues.
• Maintain network administration as supported by IT departments for DHCP, DNS, etc.
• Perform system image and data backups and recovery and administer backup and recovery processes and procedures.
• Monitor IT software environments to help maintain highly available systems and applications.
• Configure and maintain Active Directory (AD) including local group policies.
• Maintain PC and server security software such as antivirus software.
• Test upgrades, changes, & enhancements to business applications. Develop and administer test plan/documents.
• Train end users on the use of business applications. Develop, provide, and maintain training materials/documents
IT Operations Administration:
Lead or assist with:
• Create and maintain project plans, action lists, and other documents as required.
• Provide various reports in Microsoft Word, Excel, or other software.
• Maintain record of vendor support and maintenance contracts and serve as point of contact.
• Support and administer system security.
• File conversions between various source file types.
• Support Business Continuity and Disaster Recovery planning.
• Work some non‐standard work hours to support system and application upgrades, deployments, and resolution of major hardware or software incidents.
• Other duties as assigned.
Competencies, Knowledge, Skills and Abilities
• Learn business and operations of the Department and related agencies as required to perform duties.
• Work as a member of a team and communicate effectively both orally and in writing.
• Use logic and analysis to solve systems and application problems.
• Establish and maintain effective working relationships.
• Respond promptly to customer and management needs.
• Apply new technologies and system changes.
• Demonstrate flexibility while working in a changing business environment.
• Work within standard documented procedures.
• Prioritize competing requests for service.
• Provide training to business users as necessary.
• Define and prioritize problems and manage workload without direct supervision.
• Multitask
• Work productively
• Think critically
• Work with minimal supervision and take initiative
• Speak publicly to communicate technical and business terminology
• Display of professionalism during interactions
Basic Knowledge of:
• Windows Operating Systems
• Zoom, Teams, WebX virtual meeting platforms
• An email system and collaboration tool
• Networking and LAN/WANS
• Cabling and fiber optics
• Managing software assets
• Maintaining multiple equipment in a large office environment
• PC and server security protocols
Desired, but Not Required:
• Determining requirements and specifications for hardware and equipment including servers, PC’s, storage, network, telecom, and other related IT infrastructure.
• Systems and application monitoring
• Project Management methods, processes, procedures, techniques, and tools
• Quality Assurance processes
• Working knowledge of Microsoft Access, Visio and Project
Qualifications
• Minimum of two (2) years of experience providing software support services to end users, experience working with sFTP applications preferred
• Associates degree in Computer Science, Business Administration, Information Systems, or a related technical discipline.
• Experience with relevant tools such as MS Outlook, Excel, Project, PowerPoint, and Visio.
• Experience working in a large governmental environment preferred.
• Any equivalent combination of education and experience determined to be acceptable by the IT Director.
Additional Information
Salary Not to Exceed: $50,000
Starting salary to be determined based on experience and qualifications.
Important: To apply, candidates must provide a cover letter and a resume.
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.