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Information Technology Support Specialist (3052)

Category:  Information Technology
Facility:  SEPTA Headquarters
City:  Philadelphia
Date:  Mar 10, 2023
Req ID:  4317

Opening Date: 03/10/2023

Closing Date: 03/24/2023


Division:Office Of General Counsel 

Dept.: Information Technology 

Grade: SAM 38 


Range: Minimum: $67,964.00 - Mid: $84,942.00 - Max: $101,920.00 


SEPTA currently requires all new employees to be fully vaccinated and provide proof of vaccination at their pre-employment medical appointment.



IT Support Specialist provides responsive, high quality customer support to our end users. This role will support the hardware and software, and light administration of systems used by end users companywide.
This individual contributor is primarily responsible for providing first and second level support to resolve difficult or complex problems, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.


  1. Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc's, printers, pc hardware systems, pc networks
  2. Utilizing tracking software to track and monitor the resolution of issues and/or open tickets.
  3. Resetting equipment or applying solutions to quickly resolve problems
  4. Resolves complex issues. Resolves escalated issues from less experienced support staff.
  5. Identifies and document's fault patterns over a period of time and involve other technical resources in the IT function or the vendor community to develop permanent fixes.
  6. Collaborates with customers and advises about technical issues. Answers complex questions regarding PC/printer software/hardware issues and makes IT recommendations.
  7. Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes. Troubleshoots second and third level support for any problems experienced by production equipment. May make decisions on when outside technical helps needs to be contacted and called onsite for fixes.
  8. Partners cross functionally to resolve issues.
  9. May lift and transports PC's, monitors, terminals and printers for deployment as well as repair.
  10. Hours of support may require weekend, holiday and/ or off-hours shift coverage.
  11. Willing to travel up to 20% of the time for business purposes (SEPTA Operating environment).


  • Bachelor's Degree in Information Technology, Computer Science, or related field with three (3) years of technology experience required.
  • An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
  • Ability to diagnose and repair problems with computers, peripheral devices, & network equipment required.
  • Ability to think logically and analyze technical information, including written manuals, computer/ equipment mechanisms and parts required.
  • Strong knowledge of Microsoft Office 365 required.
  • Experience with various software, such as Microsoft Windows operating system, Office365 required.
  • Experience following processes, recommending improvements, translating technical terms to non-technical users, solving technical problems, and working in a team environment required.
  • Knowledge of network infrastructure & server  hardware/software required.

SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.             

Nearest Major Market: Philadelphia