Helpdesk Support Technician

NYC Department of Housing Preservation & Development; New York (NY); On-site; USD 43,000 - 72,000; Full time

Job summary

The NYC Department of Housing Preservation & Development is seeking two Helpdesk Support Technicians. This entry-level position involves providing technical support, managing helpdesk tickets, and assisting users with hardware and software issues. Candidates should have strong communication skills and a high school diploma. The role offers a competitive salary range and opportunities for loan forgiveness programs.

Benefits

Public Service Loan Forgiveness

Qualifications

• 3 years experience in community work or related activities.
• Tech-savvy with knowledge of office automation products.

Responsibilities

• Monitor and manage ServiceNow Helpdesk tickets and calls.
• Diagnose and resolve technical hardware and software issues.
• Provide remote desktop support for staff.

Skills

Communication

Technical Support

Problem Solving

Education

High School Graduation

Tools

ServiceNow

Windows 10/11

Microsoft 365

iOS

Android

Cisco

Job description

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NYC Department of Housing Preservation & Development provided pay range

This range is provided by NYC Department of Housing Preservation & Development. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$43,143.00/yr - $71,800.00/yr

The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging with people under court-mandated community supervision. Through innovative partnerships with people and organizations throughout New York City, DOP provides opportunities for those on probation to access services and opportunities that positively impact their life trajectory. Following the best current data on “what works,” staff at DOP engage in meaningful relationships with those on probation to enhance community safety and decrease recidivism.

Duties

The Department is seeking to hire two (2) Helpdesk Support Technicians for technical consultative and/or administrative work. Under the administration of the agency OIT Helpdesk Director, the incumbent will perform the following duties of the post:

1. Monitor and manage ServiceNow Helpdesk tickets, emails, and calls in a timely manner. Provide Helpdesk/desktop support for hardware and software computer systems and peripherals. Support and set up audio/visual equipment, computers, and laptops in several conference and training rooms.
2. Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.
3. Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.
4. Diagnose and resolve technical hardware and software issues, including operating systems and across a range of devices. (Windows 10/11, Microsoft 365, iOS, Android, Cisco, etc.)
5. Assist users with preliminary identification of computer and application related issues.
6. Perform in a high-volume IT Help Desk call center, with a high degree of professionalism.
7. Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
8. Keep stakeholders informed about ongoing issues and resolutions.
9. Follow the client support guidelines as outlined by supervisor.
10. Maintain and support documentation of processes and update the OIT ITIL on a regular basis.
11. Follow up with employees to ensure issues have been resolved and provide excellent customer service.
12. Provide remote desktop and laptop support for DOP staff participating in the Hybrid Work from Home program.
13. Install, configure, and troubleshoot computer hardware and software.
14. Accurately maintain the Unit's call center tracking system ensuring that calls are entered accurately and in ServiceNow.
15. Troubleshoot both PC and Mac hardware and software.
16. Perform other related duties and tasks as assigned.

Minimum Qualifications

High school graduation or equivalent and three years of experience in community work or community-centered activities in an area related to duties described above; or

Education and/or experience which is equivalent to the above.

Preferred Skills

• Tech-savvy with a working knowledge of office automation products, databases, and remote control. Good understanding of computer systems, mobile devices, and other tech products. Ability to work independently and as part of a team and to learn new technology quickly. Outstanding spoken and written communications skills.

Additional Information

Public Service Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement: New York City residency is generally required within 90 days of appointment. Certain titles may allow residence in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County after two years of employment. Please discuss with the agency representative at the time of interview.

Additional Information: The City of New York is an inclusive, equal opportunity employer committed to diversity and a harassment-free workplace, regardless of legally protected characteristics.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Government Administration

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