IT Applications Administrator

The IT Applications Administrator for the City of Philadelphia’s Department of Licenses and Inspections (L&I) provides 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, eClipse, Qless, Payment Processing apps, etc) deployed in L&I and supports end users in their daily use of these applications. This position is also 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, act as an interface to OIT for OIT application support requests and contribute to programs and projects as defined by the IT Supervisor. Essential FunctionsCustomer Relations and Help Desk:Receive incident and information requests from end users for business application services and respond 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 OIT and L&I IT guidelines; based on knowledge of the business impact of the reported problems.Keeps IT management informed regarding problems and issues.Set up workstations and troubleshoot hardware and software issues. Image laptops.Troubleshoot mobile devices Support for L&I’s Boards Administration UnitProvides primary technical assistance with recording all 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 L&I’s 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 applying 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 of Active Directory (AD) including local group policies.Maintain PC and server security software such as McAfee antivirus software.Test upgrades, changes, & enhancements to business applications. Develop and administer test plan/documentsTrain end users on the use of business applications. Develop, provide, and maintain training materials/documentsIT 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 records of vendor support and maintenance contracts and serve as point of contact.Download and upload files to/from IBM mainframe, FTP sites, and other sources.Implement and administer change, configuration, and release management processes.Support and maintenance of FTP/sFTP sites and download and upload files to/from IBM mainframe, FTP sites, and other sources.Configure, support, and maintenance of VPNs.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 AbilitiesLearn 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 the workload without direct supervision.MultitaskWork productivelyThink criticallyWork with minimal supervision and take initiativeSpeak publicly to communicate technical and business terminologyDisplay of professionalism during interactionsBasic Knowledge of:Windows Operating SystemsQLess, user interfacesAn email system and collaboration toolNetworking and LAN/WANSCabling and fiber opticsManaging software assetsMaintaining multiple equipment in a large office environmentPC and server security protocolsDesired, 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 toolsQuality Assurance processesWorking knowledge of Microsoft Access, Visio and Project