Position Overview: 

The I.T. Support Technician is responsible for supporting end users with repairing and maintaining PC and peripheral devices and for troubleshooting basic network - related issues.

Essential Functions: 

• Provide first-level technical assistance to end users experiencing issues with PC hardware, software, in-house applications, email and peripheral devices.
• Answer calls and emails to the support desk, assist with walk-ins and deskside support, maintain a queue of tickets assigned in the JIRA ticketing system, and assist with IT projects.
• Escalate more complex issues to appropriate resources and maintain communications with escalation points to ensure SLA’s are met.
• Assist with deployment of CBH images to new and repaired PC’s.
• Assist with conference room management and support technology used for hosting webinars and web conferences.
• Adhere to IT processes and be proactive in finding solutions to help prevent/mitigate issues.
• Assist in properly training end-users to take advantage of available technology.
• Adhere to procedures to document technical support procedures.
• Maintain CBH IS inventory and equipment database.
• Stay up to date on technology and its application in business environments.

Position Requirements: 

• Education: Associate’s degree or higher in technical or business area, or an equivalent combination of training and experience.
• License/Certification: A certification; Net certification preferred
• Relevant Work Experience: 1 year in a helpdesk role or 3 years in a customer service role preferred

Skills:

• Proficient in Microsoft Windows and Office applications (Outlook, Word, Excel, PowerPoint)
• Strong interpersonal, communication, and customer service skills
• Able to multi-task
• Strong problem-solving skills

Core Competencies:

• Teamwork and Collaboration: Build and sustain relationships with co-workers and stakeholders and support efforts and deliverables. Encourage unity and help remove barriers to productivity and success. 
• Respect: Treat each other and our members and stakeholders with respect and sensitivity, recognizing the importance of diversity. 

• Member Centric: Focus on the needs of our members by providing value-added services, promoting strong relationships and going beyond basic expectations to achieve the best possible outcomes. 
• Honesty and Integrity: Be open and honest in all we do. Maintain the highest level of integrity at all times.
• Commitment to Service Excellence: Challenge ourselves to be forward-thinking and committed to providing total member and stakeholder satisfaction, first-in-class service and high quality, innovative programs.
• Compassion and Empathy: Demonstrate a deep appreciation for another’s situation and point of view. Pay attention to emotional cues, listen effectively and show an exceptional level of caring about each person’s perspectives and circumstances.
• Problem Solving: Build and implement logical solutions to resolving challenges/issues by using individual knowledge and experience while taking resources, constraints and CBH values into consideration.
• Initiative and Self-Directed: Proactively manage time and resources in a way that ensures that all work is done in the most efficient manner while identifying and implementing initiatives without interventions from co-workers, supervisors or stakeholders.
• Flexibility and Adaptability: Adjust approaches and behaviors in order to meet the constantly changing environment head-on and accomplish CBH and individual goals. Strive to adapt to, accept and embrace change within areas of responsibility.
• Communication: Effectively and appropriately share thoughts, ideas and information - both written and oral. Respectfully listen to co-workers and stakeholders to gain a full understanding of issues/situations.

Philadelphia Residency Requirement:

• The successful candidate must be a current Philadelphia resident or become a resident within six months of hire. 

U.S. Authorization Requirement: 

• CBH does not provide sponsorship for applicants requiring future work authorization. All candidates must be legally authorized to work in the United States without requiring sponsorship now or in the future.

Equal Employment Opportunity:

• We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CBH is an equal opportunity employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on all qualified individuals. This is without regard to race, ethnicity, creed, color, religion, national origin, age, sex/gender, marital status, gender identity, sexual orientation, gender identity or expression, disability, protected veteran status, genetic information or any other characteristic protected individual genetic information, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function by applicable federal, state, or local law.

Requesting An Accommodation: 

• CBH is committed to providing equal employment opportunities for individuals with disabilities or religious observance, including reasonable accommodation when needed. If you are hired by CBH and require an accommodation to perform the essential functions of your role, you will be asked to participate in our accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired. 
• If you would like to be considered for employment opportunities with CBH and have accommodation needs for a disability or religious observance, please send us an email at CBH.Recruitment@Phila.gov