Company DescriptionOur mission is to provide and promote safety, permanency, and well-being for children and youth at risk of abuse, neglect, and delinquency. Job DescriptionEnsures all support requests are documented in the identified tracking system(s)Verifies that all computers, software, applications, components, etc. are available and are installed correctlyReceives requests from users to determine error situations and technical problems; monitors tickets for successful resolutionDetermines if a failure is hardware, software, or network related; assigns problem to technician(s) based on request type, severity, urgency, and availabilityInforms users of the correct policy and procedure regarding accessing USS support servicesDocument 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 correctlyExpected 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 PhiladelphiaExpected to be flexible with scheduled work hours (e.g., nights, weekends, etc.) and available for on-call work when necessaryPerforms related work as requiredQualificationsEstablish and maintain working relationships with departmental associatesEvaluate computing equipment and make recommendations to management based on cost, efficiency and compatibility with existing systemsTroubleshoot and diagnose malfunctions and perform necessary minor maintenance and repair tasks to make computing equipment functional; without affecting warranty if applicableEvaluate and analyze network related problems for computing equipment, peripheral and communications hardware problemsModify network computing equipment and other peripheral devices to meet changing needs of usersPerform strenuous physical duties such as installing/replacing cable, carrying heavy equipment, climbing ladders, running wire through ceilings, and working in confined spacesAble to support and travel within the city of Philadelphia to support all OCF locationsMust be flexible with work schedule (e.g., nights, weekends, etc.) and availability for on-call duties when necessaryAdditional InformationThe 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.