User Systems Support Mobile Associate
- Ensures all support requests are documented in the identified tracking system(s)
- Verifies that all computers, software, applications, components, etc. are available and are installed correctly
- Receives requests from users to determine error situations and technical problems; monitors tickets for successful resolution
- Determines if a failure is hardware, software, or network related; assigns problem to technician(s) based on request type, severity, urgency, and availability
- Informs users of the correct policy and procedure regarding accessing USS support services
- Document all assets (hardware, software, systems, components, warranties, subscriptions, renewals, etc.)(what it is, who it belongs to, where it is located, serial numbers, tag numbers, etc. where applicable) in the identified tracking system(s)
- Document work flow processes by creating necessary policy and procedure documents, etc.
- Verifies that all computers, software, applications, components, etc. are available and installed correctly
- Expected to provide technical service and support to all OCF locations including but not limited to PJJSC, Collocation, CUA organizations, School District of Philadelphia, Philadelphia Parks and Recreation, etc.
- Expected to have personal transportation and are familiar and comfortable traveling within the city of Philadelphia
- Expected to be flexible with scheduled work hours (e.g., nights, weekends, etc.) and available for on-call work when necessary
- Performs related work as required
Qualifications
- Establish and maintain working relationships with departmental associates
- Evaluate computing equipment and make recommendations to management based on cost, efficiency and compatibility with existing systems
- Troubleshoot and diagnose malfunctions and perform necessary minor maintenance and repair tasks to make computing equipment functional; without affecting warranty if applicable
- Evaluate and analyze network related problems for computing equipment, peripheral and communications hardware problems
- Modify network computing equipment and other peripheral devices to meet changing needs of users
- Perform strenuous physical duties such as installing/replacing cable, carrying heavy equipment, climbing ladders, running wire through ceilings, and working in confined spaces
- Able to support and travel within the city of Philadelphia to support all OCF locations
- Must be flexible with work schedule (e.g., nights, weekends, etc.) and availability for on-call duties when necessary
Additional Information
The User Systems Support (USS) Associate supports help desk staff and business activities including the management of individual ticket assignments, resolution of support requests, and other tasks as assigned to USS staff. USS associates may be asked to document and implement policies and procedures which drive the workflow and processes that allow the team to be most efficient and effective when supporting customers. The USS associate is expected to perform the full scope of service and support for all Office of Children and Families (OCF) locations internal and external independently as well as diagnose user problems and provide problem resolution with limited supervision.
The USS Associate will facilitate problem resolution with limited supervision. Work is performed under the general direction of LAN management team.