What are the responsibilities and job description for the Computer User Support Specialist position at City of Philadelphia?
Who We Are
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.
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 City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
Equal Access to Civil Service Testing
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: www.phila.gov/humanrelations
The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodation for candidates with documented medical or religious reasons. Candidates may request accommodation for a Civil Service examination by contacting the Office of Human Resources (OHR) at 215-686-2350 or by email at janine.labletta@phila.gov. The accommodation process is interactive and requires cooperation and communication between the applicant and OHR. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.
Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at hrhelpdesk@phila.gov
Information concerning employment with the City of Philadelphia may be found at:
This is computer user support work at an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees. Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.
The analyst responsible for reviewing applications and additional documentation for this job opportunity is:
Nashe’ Colmon, M.S
Human Resource Professional
City of Philadelphia -Office of Human Resources
1401JFKBoulevard, Room 1530
Philadelphia, PA 19102
[t] 215-686-2351
[e] nashe.colmon@phila.gov
For all other inquiries please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.gov
Notes to Applicants and Projected Exam Information
Eligible List
OPEN-COMPETITIVE– Only an open-competitive eligible list will be established as a result of this examination. Permanent City employees will receive no promotional preference in this examination.
Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.
Preference For Philadelphia Residents
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other people receiving an identical test score.
To receive such preference, candidates must respond to the question regarding residence later in this form. The response on this application will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.
If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.
INDEBTEDNESS NOTICE
As a condition of employment with the City, any person offered employment shall be required to certify that such person either is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the City; or has voluntarily entered into a payment agreement with the City. For so long as the person is employed by the City, the amount of the payment as set forth in the payment agreement (not to exceed, for any pay period, twenty percent (20%) of the person’s gross pay for such period, without the person’s consent) shall be withheld from each paycheck until such payment agreement is fully satisfied.
Such person shall also be required to certify as a condition of employment that he or she is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the Philadelphia Gas Works (PGW) or has voluntarily entered into a payment agreement with PGW.
Failure to enter into a payment agreement shall result in the cancellation of the appointment and removal from the certification. The name of the eligible candidate will be returned to the eligible list.
PREFERENCE POINTS FOR CANDIDATES FOR OPEN-COMPETITIVE EXAMS
Candidates who pass Open-Competitive exams may be eligible for additional points added to their final score. Preference Points may be claimed from the time of application until 30 days after the eligible list is established. The required documentation for the preference must be provided to receive the points.
U.S. VETERANS PREFERENCE
Ten points will be added to the scores of eligible veterans. You must be honorably discharged from the U.S. armed forces. Attach a DD214, member 4, or NGB-22 to your application if you wish your eligibility to be reviewed. Spouses of disabled or deceased veterans may also be considered. Veteran’s Points may be claimed at any time before the list expires.
LEGACY PREFERENCE
Ten points will be added to the scores of the children or grandchildren of Philadelphia Firefighters or Police Officers who were killed or died in the line of duty.
NATIONAL VOLUNTEER SERVICE PREFERENCE
Up to 5 points will be added to the score of any candidate who has:
Up to 5 points will be added to the score of candidates who have completed and graduated from a career technical education (CTE) program of the School District of Philadelphia within the last three years before the examination announcement date. If the 5 additional points from the CTE preference would rank a CTE graduate above a veteran, additional points shall be applied to the CTE candidate’s passing score to rank them directly below the veteran.
Exam Information
This computer-based examination will be scheduled for the week of December 29, 2025. Please note that this examination date is subject to change
Candidates will need access to a desktop computer or laptop with a webcam and internet access to take the examination. Candidates will need to be able to operate computerized software proficiently and independently.
If you do not have access to a desktop computer or laptop with a webcam and internet access, or cannot operate computerized software proficiently and independently, please contact Nashe Colmon at nashe.colmon@phila.gov, and alternative arrangements will be made for you to take this examination.
An Eligible List will be established the week of January 12, 2026. Please note that this date may change.
TEST REVIEW
In accordance with Civil Service Regulation 9.091B, candidates will have 30 days after the results have been mailed to review their test and to file appeals to the key answers. Call 215-686-0880 if you wish to schedule a Test Review.
Level of Education Required
High School/GED
Minimum Acceptable Training And Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.
ANTICIPATED ELIGIBILITY
Candidates who meet all eligibility requirements within three months of the application deadline will be admitted to this examination. Successful candidates will be placed on the eligible list but may not be hired or promoted until all requirements have been satisfied.
AND
OR
Two years as a Library Digital Resource Specialist providing assistance to and orienting library patrons in the access of public computers, laptops, tablets, e-readers and other technological resources that support and deliver library services, programs and materials.
Notes
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.
Physical And Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Transcript, Licenses, Registrations And Certification Requirements
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration or certification.
If you have ever submitted a paper transcript, license, registration or certification for any City of Philadelphia civil service examination, you must submit another document
Option 1 - Upload a paperless transcript, license, registration or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Nashe’ Colmon, M.S
Human Resource Professional
City of Philadelphia -Office of Human Resources
1401JFKBoulevard, Room 1530
Philadelphia, PA 19102
[t] 215-686-2351
[e] nashe.colmon@phila.gov
City Of Philadelphia Benefits Includes
Do you have education, experience, or training which has included maintaining the integrity of computerized records and generating a variety of reports using query tools?
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.
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 City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
Equal Access to Civil Service Testing
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: www.phila.gov/humanrelations
The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodation for candidates with documented medical or religious reasons. Candidates may request accommodation for a Civil Service examination by contacting the Office of Human Resources (OHR) at 215-686-2350 or by email at janine.labletta@phila.gov. The accommodation process is interactive and requires cooperation and communication between the applicant and OHR. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.
Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at hrhelpdesk@phila.gov
Information concerning employment with the City of Philadelphia may be found at:
- work.phila.gov
- https://www.phila.gov/departments/office-of-human-resources/jobs/civil-service-faqs/
- www.facebook.com/PhilaOHR
- www.twitter.com/PhilaOHR
- www.youtube.com/@PhilaOHR
- www.linkedin.com/showcase/philahr
This is computer user support work at an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees. Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.
The analyst responsible for reviewing applications and additional documentation for this job opportunity is:
Nashe’ Colmon, M.S
Human Resource Professional
City of Philadelphia -Office of Human Resources
1401JFKBoulevard, Room 1530
Philadelphia, PA 19102
[t] 215-686-2351
[e] nashe.colmon@phila.gov
For all other inquiries please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.gov
Notes to Applicants and Projected Exam Information
Eligible List
OPEN-COMPETITIVE– Only an open-competitive eligible list will be established as a result of this examination. Permanent City employees will receive no promotional preference in this examination.
Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.
Preference For Philadelphia Residents
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other people receiving an identical test score.
To receive such preference, candidates must respond to the question regarding residence later in this form. The response on this application will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.
If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.
INDEBTEDNESS NOTICE
As a condition of employment with the City, any person offered employment shall be required to certify that such person either is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the City; or has voluntarily entered into a payment agreement with the City. For so long as the person is employed by the City, the amount of the payment as set forth in the payment agreement (not to exceed, for any pay period, twenty percent (20%) of the person’s gross pay for such period, without the person’s consent) shall be withheld from each paycheck until such payment agreement is fully satisfied.
Such person shall also be required to certify as a condition of employment that he or she is fully current on any and all debts, taxes, fees, judgments, claims, and other accounts and obligations due and owing to the Philadelphia Gas Works (PGW) or has voluntarily entered into a payment agreement with PGW.
Failure to enter into a payment agreement shall result in the cancellation of the appointment and removal from the certification. The name of the eligible candidate will be returned to the eligible list.
PREFERENCE POINTS FOR CANDIDATES FOR OPEN-COMPETITIVE EXAMS
Candidates who pass Open-Competitive exams may be eligible for additional points added to their final score. Preference Points may be claimed from the time of application until 30 days after the eligible list is established. The required documentation for the preference must be provided to receive the points.
U.S. VETERANS PREFERENCE
Ten points will be added to the scores of eligible veterans. You must be honorably discharged from the U.S. armed forces. Attach a DD214, member 4, or NGB-22 to your application if you wish your eligibility to be reviewed. Spouses of disabled or deceased veterans may also be considered. Veteran’s Points may be claimed at any time before the list expires.
LEGACY PREFERENCE
Ten points will be added to the scores of the children or grandchildren of Philadelphia Firefighters or Police Officers who were killed or died in the line of duty.
NATIONAL VOLUNTEER SERVICE PREFERENCE
Up to 5 points will be added to the score of any candidate who has:
- Successfully completed a term of volunteer service with Peace Corps, AmeriCorps NCCC (including FEMA Corps), or AmeriCorps VISTA are eligible for additional points
- Successfully completed at least 450 hours of service with AmeriCorps State and National (including Teach for America).
- 1 point added to their final score if they have completed 450 Hours of the above service.
- 2 points added to their final score if they have completed 675 Hours of the above service.
- 3 points added to their final score if they have completed 900 Hours of the above service.
- 5 points added to their final score if they have completed 1700 Hours of the above service.
Up to 5 points will be added to the score of candidates who have completed and graduated from a career technical education (CTE) program of the School District of Philadelphia within the last three years before the examination announcement date. If the 5 additional points from the CTE preference would rank a CTE graduate above a veteran, additional points shall be applied to the CTE candidate’s passing score to rank them directly below the veteran.
Exam Information
This computer-based examination will be scheduled for the week of December 29, 2025. Please note that this examination date is subject to change
Candidates will need access to a desktop computer or laptop with a webcam and internet access to take the examination. Candidates will need to be able to operate computerized software proficiently and independently.
If you do not have access to a desktop computer or laptop with a webcam and internet access, or cannot operate computerized software proficiently and independently, please contact Nashe Colmon at nashe.colmon@phila.gov, and alternative arrangements will be made for you to take this examination.
An Eligible List will be established the week of January 12, 2026. Please note that this date may change.
TEST REVIEW
In accordance with Civil Service Regulation 9.091B, candidates will have 30 days after the results have been mailed to review their test and to file appeals to the key answers. Call 215-686-0880 if you wish to schedule a Test Review.
Level of Education Required
High School/GED
Minimum Acceptable Training And Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.
ANTICIPATED ELIGIBILITY
Candidates who meet all eligibility requirements within three months of the application deadline will be admitted to this examination. Successful candidates will be placed on the eligible list but may not be hired or promoted until all requirements have been satisfied.
- EDUCATION:
AND
- EXPERIENCE:
OR
Two years as a Library Digital Resource Specialist providing assistance to and orienting library patrons in the access of public computers, laptops, tablets, e-readers and other technological resources that support and deliver library services, programs and materials.
Notes
- Microsoft Office User Support (MOUS) Expert Certification can be substituted for any of the above experience on a basis of one year of experience for each certification.
- An associate’s degree in information technology or computer technology can be substituted for two years of the required experience.
- Completion of municipal college employment program meets all requirements.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.
Physical And Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Transcript, Licenses, Registrations And Certification Requirements
Candidates MUST submit a copy of their official college or university transcript(s) indicating completion of the educational requirement and all required licenses, registrations or certifications at the time of application. Transcripts MUST indicate conference of the appropriate degree. Candidates with a degree from foreign colleges or universities must submit proof of degree as certified by a professional evaluation service.
Candidates MUST submit a copy of their license, registration or certification.
If you have ever submitted a paper transcript, license, registration or certification for any City of Philadelphia civil service examination, you must submit another document
Option 1 - Upload a paperless transcript, license, registration or certification – One time only!
You may upload documents into your account and attach a document with this application. Once the document is uploaded to your account, it may be attached to all future applications. Attaching your document will save you time and money if you apply for an examination in the future, and you will be assured that your transcript cannot be misplaced.
Your documents should be uploaded and attached to your application before it is submitted. They cannot be uploaded or added to your application electronically after your application has been submitted.
Option 2 – Submit a paper transcript, license, registration or certification – Separate document required for each application
If you submit a paper copy of a transcript, license, registration or certification, the document will be used for this application only. You will have to submit documents again whenever you apply for an examination in the future. Paper documents will not be retained and will not be returned to applicants.
Mailing Address For Paper Transcript And Other Required Materials
Nashe’ Colmon, M.S
Human Resource Professional
City of Philadelphia -Office of Human Resources
1401JFKBoulevard, Room 1530
Philadelphia, PA 19102
[t] 215-686-2351
[e] nashe.colmon@phila.gov
City Of Philadelphia Benefits Includes
- Medical
- Dental
- Prescription
- Vision
- Life Insurance
- Flexible Spending Account
- Hybrid Defined Benefit/Defined Contribution Plan
- Voluntary Deferred Compensation Plan
- Employee Assistant Program
- 13 paid holidays
- Paid sick leave
- Vacation leave
- Paid personal days
- 8 weeks paid Parental Leave
- Backup Child and Adult care
- Wellbeing platform and programs
- Retiree Health Benefits
- Qualified Student Loan Forgiveness Employer
- Tuition Discounts for City Employees
Do you have education, experience, or training which has included maintaining the integrity of computerized records and generating a variety of reports using query tools?
- Yes
- No
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