Service Desk Agent

City of New York; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

City of New York's Office of Technology and Innovation is seeking a Telecommunications Associate to join the Citywide Service Desk in Brooklyn. The role provides first-line support for hardware, software, network, and telephony issues in a 24/7 operation.

The successful candidate will log calls, perform initial screening, follow standard procedures, and escalate incidents as needed. Strong customer service and clear communication are essential, with ongoing training provided.

Qualifications

• Data telecommunications/ networking coursework + 1 year related work experience.
• Alternate paths with specific credits and experience considered.
• Multiple qualifying education/experience routes accepted.
• Must meet NYC residency and related guidelines if applicable.

Responsibilities

• Answer and log calls and portal submissions per SOPs and QA guidelines.
• Screen calls and document using supplied scripts in ITSM.
• Provide initial phone and queue support for hardware, software, network, and telephony issues.
• Escalate High Priority or outages to Senior Service Desk Agent as needed.
• Keep scripts and training up to date at Citywide Service Desk.
• Handle emails/tasks promptly per SOP and QA guidelines.
• Perform special projects and initiatives as assigned.

Skills

Excellent customer service

Clear communication

ITSM ticketing

Microsoft Office

Basic troubleshooting

Education

Baccalaureate + 24 credits in data telecommunications/networking

Associate + 12 credits in data telecommunications/networking

High school diploma + 3 years experience

Edu/experience combo as described

Tools

ServiceNow

Microsoft Office

Job description

FOR CURRENT CITY EMPLOYEES PERMANENT IN THIS TITLE

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as a Service Desk Agent reporting to the Customer Service Division. Responsibilities include:

• Answer and log calls and portal submissions in a timely, courteous and professional manner in accordance with Standard Operating Procedures and Quality Assurance guidelines;
• Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within ITSM ticketing tool;
• Provide initial telephone and queue management support on various hardware, software, network, and telephony issues;
• High Priority or Outage Escalation - elevate to a Senior Service Desk Agent when an escalation is requested or a Major Incident is suspected;
• Keep up to date on latest scripts, software usage, and required training provided at the Citywide Service Desk;
• Ensure all emails/tasks are handled in a timely manner and in accordance to Standard Operating Procedures and Quality assurance guidelines; and
• Perform special projects and initiatives as assigned.

HOURS/SHIFT

Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION

Brooklyn, NY

OTI participates in E-Verify

#LI-DNI

TELECOMMUNICATIONS ASSOCIATE ( - 20246

Minimum Qualifications

1. A Baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and or administrative duties in a data telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
2. An associate degree from an accredited college including or supplemented by 12 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and two years of experience as described in \"1\" above; or
3. A four-year high school diploma or its educational equivalent and three years of experience as described in \"1\" above; or
4. A satisfactory combination of education and or experience equivalent to \"1\", \"2\" or \"3\" above. A college education may be substituted for experience on the basis of six months of experience as described in \"1\" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of the experience as described in \"1\" above.

Special Note - Additional Requirements for Assignment Level IV

1. To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: 1) As a Telecommunications Associate (Data)-Assignment Levels I, II, and III working for the City of New York; or
2. Performing analytical, planning, operational, technical, and or administrative duties in a data telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills

• Excellent customer service skills effective telephone etiquette
• Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels
• Proficiency with ITSM ticketing tools such as ServiceNow a plus
• Working knowledge and proficiency with Microsoft Office suites Office 365 and
• Some basic troubleshooting and analytical skills.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, 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 recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.