IT Applications Administrator

Job Description
This position is within the Office of Innovation & Technology (OIT), the central IT agency for the City of Philadelphia and assigned to the Department of Planning and Development’s (DPD) IT unit. DPD regularly engages with the public, city officials and a wide array of stakeholders to obtain input on the formulation of neighborhood, district and housing plans and to communicate the work of the department with the public. The Department of Planning and Development is made of up multiple divisions including Philadelphia City Planning Commission (PCPC), Philadelphia Historical Commission (PHC), Art Commission, Zoning Board of Adjustment (ZBA), Development Services, Division of Housing and Community Development (DHCD), and partners with the Philadelphia Housing Development Corporation (PHDC).  This position is supported by the Operations Transformation Fund (OTF). The OTF is a $10 million internal City fund which is investing in transformative municipal projects through Fiscal Year 2023. Across different City departments, OTF projects are implementing people-centered and sustainable solutions that focus on efficient and equitable service provision to benefit Philadelphians. OTF project teams receive ongoing support and assistance from the City’s Office of the Chief Administrative Officer (CAO), which manages the OTF, and participate in activities as a cohort.
The primary responsibility of this position is providing 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, Zoom, WebX, Eclipse, etc) deployed within the department. This position is 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. This position supports end users in their daily use of these applications. Assist in the setup and support of virtual conferencing meetings using various platforms and technologies. Ensure continuity and seamless meeting experience for attendees. Aid staff with virtual conferencing related issues and facilitate resolutions. Work with outside vendors to resolve issues and perform updates/upgrades, as needed. 
Essential Functions
Customer Relations and Help Desk:
•    Receive incident and information requests from end users for business application services and responds 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 DPD IT guidelines; based on knowledge of the business impact of the reported problems.
•    Keeps IT management informed regarding problems and issues.
Support for Boards Administration Unit.
•    Provides primary technical assistance with recording all of 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 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 apply 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 Active Directory (AD) including local group policies.
•    Maintain PC and server security software such as antivirus software.
•    Test upgrades, changes, & enhancements to business applications. Develop and administer test plan/documents.
•    Train end users on the use of business applications. Develop, provide, and maintain training materials/documents
IT 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 record of vendor support and maintenance contracts and serve as point of contact. 
•    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 Abilities
•    Learn 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 workload without direct supervision.
•    Multitask
•    Work productively
•    Think critically
•    Work with minimal supervision and take initiative
•    Speak publicly to communicate technical and business terminology
•    Display of professionalism during interactions
Basic Knowledge of:
•    Windows Operating Systems
•    Zoom, Teams, WebX virtual meeting platforms
•    An email system and collaboration tool
•    Networking and LAN/WANS
•    Cabling and fiber optics
•    Managing software assets
•    Maintaining multiple equipment in a large office environment
•    PC and server security protocols
Desired, 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 tools
•    Quality Assurance processes
•    Working knowledge of Microsoft Access, Visio and Project