Tier I Service Technician Analyst

NYC Department of Social Services; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

The NYC Department of Social Services is seeking an IT Service Management Specialist to provide Tier I technical support. The role involves troubleshooting issues, installing software, and ensuring high customer satisfaction. Candidates should have a degree in computer science and experience in IT service management.

Qualifications

• Experience in IT service management and technical support.
• Knowledge of Microsoft Windows and Office applications.
• Strong troubleshooting skills for hardware and software.

Responsibilities

• Provide Tier I technical support to DEP end users.
• Troubleshoot desktop, laptop, and application issues.
• Install and configure hardware and software as needed.

Skills

Problem Solving

Customer Service

Interpersonal Skills

Education

Baccalaureate degree in computer science or related field

Tools

Microsoft Windows 10/11

Office 365

Remote Desktop Access Software

Microsoft Windows Server

Job description

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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

Minimum Qualifications

• 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;
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
• Education and/or experience which is equivalent to "1" or "2" above.
  
  

Preferred Skills

Working knowledge to install, configure & troubleshoot: Microsoft Windows 10/11, Office 365 Outlook/Exchange, MS Teams, Visio, IE, Printers, desktop/laptop hardware components. Working knowledge of remote desktop access software preferably Privileged Identity to troubleshoot issues remotely. Experience configuring and troubleshooting iPads, Smart phones etc. Working knowledge of Local and Wide Area Networking. Experience and Strong working knowledge of Microsoft Windows Server Active Directory, LDAP, DHCP, DNS, TCP/IP and Exchange 2013 Admin Center. Strong interpersonal skills, problem solving skills, customer service and interpersonal skills. Proven experience with solving computer related issues via the phone or remote desktop

55a Program

"NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program and also meet the education and experience requirements as listed in the job posting notice. Please indicate on your resume or cover letter that you would like to be considered for the position under the 55-a Program. This position is also open to non 55-a Program candidates who meet the education and experience requirements as listed in the job posting notice.”

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 not required for this position

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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