Tier I Service Technician Analyst

NYC Department of Housing Preservation & Development; New York (NY); On-site; USD 75,000 - 130,000; Full time

Job summary

The NYC Department of Housing Preservation & Development is seeking a Tier I Service Technician Analyst to provide first-level technical support. This role involves troubleshooting hardware and software issues, supporting local and remote users, and maintaining standard operating procedures. Ideal candidates will have a degree in computer science or a related field and relevant IT experience.

Qualifications

• 4 years of IT service management experience or 8 years of relevant experience.
• Experience with hardware troubleshooting and remote access tools.
• Strong customer service skills.

Responsibilities

• Provide first-line support for desktop and application issues.
• Respond to technical assistance requests via phone, email, or in person.
• Troubleshoot hardware and software issues.

Skills

Interpersonal skills

Problem-solving

Customer service

Education

Baccalaureate degree in computer science or related field

Tools

Windows 10/11

Office 365

Active Directory

Networking

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

$75,000.00/yr - $130,000.00/yr

Job Overview

The New York City Department of Environmental Protection (DEP) is responsible for protecting public health and the environment through various services, including water supply and wastewater treatment. DEP employs nearly 6,000 staff and manages the delivery of high-quality drinking water and wastewater treatment for millions of residents.

The Department’s Bureau of Business Information Technology (BIT) supports the agency with business, technical, and IT system support. The Service Desk Unit within BIT provides first-level technical support to DEP staff, handling troubleshooting, hardware and software support, and deployment tasks.

Responsibilities

1. Provide first-line support for desktop, laptop, password, and application issues.
2. Respond to technical assistance requests via phone, email, or in person, supporting local and remote users.
3. Escalate complex issues to Tier II or III support teams.
4. Troubleshoot hardware, software, and mobile device issues.
5. Install and configure software and hardware, including peripherals.
6. Maintain standard operating procedures for deployments and support tasks.
7. Support testing and deployment of security patches.
8. Configure and set up end-user hardware and peripherals.

Minimum Qualifications

• Baccalaureate degree in computer science, engineering, or related field plus 4 years of IT service management experience, or
• Baccalaureate degree plus 8 years of relevant experience, or
• Equivalent education and experience.

Preferred Skills

• Experience with Windows 10/11, Office 365, MS Teams, Visio, printers, and hardware troubleshooting.
• Knowledge of remote access tools, networking, Active Directory, LDAP, DHCP, DNS, TCP/IP, and Exchange.
• Strong interpersonal, problem-solving, and customer service skills.

Additional Notes

This position is open to qualified persons with a disability under the 55-a Program, and to non-55-a candidates meeting the requirements. Residency in NYC is not required. The City of New York is an equal opportunity employer committed to diversity and inclusion.

Other Details

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