Tier I Service Technician

City of New York; New York (NY); Presencial; USD 80.000 - 90.000; Tempo integral

Resumo da vaga

The City of New York’s Department of Environmental Protection (DEP) BIT seeks an IT Service Management Specialist to provide Tier I technical support to end users. You will install, configure, test, and troubleshoot desktops, laptops, printers, and mobile devices, and escalate complex issues to higher tiers as needed.

You will maintain SOPs for deployments, assist with patch testing, and ensure high customer satisfaction by delivering dependable, timely helpdesk services within a large municipal

Qualificações

• Bachelor’s degree in computer science, engineering or related field with four years’ IT service management experience.
• Bachelor’s degree with eight years’ IT service management experience.
• Education/experience equivalent to the above.

Responsabilidades

• Provide Tier I technical support to DEP end users via phone, email, or in person.
• Install, configure, test, maintain, monitor, and troubleshoot hardware and peripherals.
• Escalate complex issues to Tier II/III support teams.
• Maintain standard operating procedures for software/hardware deployments.
• Support testing and deployment of security patches on workstations and devices.
• Configure end-user desktops, laptops, printers, and mobile devices as needed.

Conhecimentos

Desktop support

Password issues

Network hardware troubleshooting

Printer/Scanner support

Mobile devices

Formação

Bachelor’s degree in computer science, engineering or related field

Eight years of IT service management experience

Education/experience equivalent to 1 or 2

Descrição da vaga

• Salary Band: $80,000 to $90,000
• Compensation: USD 75,000 - USD 90,000

Job Description

The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying clean drinking water, collecting and treating wastewater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. We deliver 1.1 billion gallons of high-quality drinking water per day to 8.5 million New York City residents and more than 1 million people in Upstate New York, and we collect and treat an average of 1.3 billion gallons of wastewater per day.

The New York City Department of Environmental Protection’s (DEP) Bureau of Business Information Technology (BIT) is responsible for providing quality business, technical and IT system support to our users. This commitment is realized through collaboration, strong relationships, and a unified vision with our partners at DEP in order to provide quality technological solutions to our business needs. Providing these services allows us to ensure that DEP continues its tradition of delivering excellent service to the residents of New York City.

The New York City Department of Environmental Protection’s, Business Information Technology’s, Service Desk Unit is a first level technical team dedicated to providing agency staff with the highest level of technical support, dependable service, and timely problem resolution.

The Bureau of Business Information Technology (BIT) seeks to hire one (1) IT Service Management Specialist to provide Tier I Technical support to all DEP end users. Under the direction of the Unit’s Director the selected candidate will serve as the first point of contact to provide technical troubleshooting and resolution to end users via telephone, email, using remote access tools, and in person. Install, configure, test, maintain, monitor, and troubleshoot network hardware, peripheral devices, etc. printers, scanners, presentation equipment.

Under direction the selected candidates will perform but are not limited to the tasks outlined below:

• Provide first line response for users with desktop, laptop, password, and application issues.
• Respond to requests for technical assistance in person, via phone and email providing first level support for users in the local office as well as remotely located.
• Escalates more complex and impactful issues to Tier II III support team.
• Troubleshoot to resolve technical issues related to personal computer hardware, software applications, and mobile devices as necessary.
• Install application software necessary to complete job functions.
• Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.
• Provides support related to testing and deployment of operating system and application security patches on workstations, laptops and thin clients.
• Handle escalated customer support issues efficiently keeping customer satisfaction high.
• Deliver, setup, and configure end-user desktop & laptop computer hardware, software Printers, Cell Phones, iPads, and peripherals as needed.

IT SERVICE MANAGEMENT SPECIALI - 95713

Qualifications

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

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.