Service Desk Associate - Brooklyn, United States - NYC Careers

NYC Careers
NYC Careers
Verified Company
Brooklyn, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

SERVICE DESK ASSOCIATE:


  • Apply

SERVICE DESK ASSOCIATE:


  • Agency: HRA/DEPT OF SOCIAL SERVICES


  • Posted on: 05/15/2024

  • Job type: Fulltime
Location


BROOKLYN

  • Title Classification: Exam may be required
Department

Mgmt Information System-NM

  • Salary range: $56, $64, APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) CIVIL SERVICE TITLE.
  • The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to selfsufficiency as quickly as possible.
  • Information Technology Systems (ITS), ITS Service Desk is recruiting to fill one (1) Computer Associate (Technical Support) I, to function as Service Desk Associate, who will:
  • Promptly respond to end users contacting the ITS Service Desk through multiple channels
  • phone,
- software, or hardware. Communicate directly with end users to answer how to questions; triage,
- diagnose and troubleshoot support requests.
  • Update tickets with informative technical information, troubleshooting steps and status updates
providing full documentation through resolution or reassignment. Address individual ticket assignments
- to deliver support within the scope of agreed Service Level Targets (SLTs) and Service Level Agreements
- (SLAs).- from end users.
  • Use remote support toolset to perform rootcause analysis to resolve tickets. Remotely restart end user
PCs.- Perform password resets, MFA credential resets, and other user account maintenance tasks in Azure or

Active Directory.established procedures.- Participate in team meetings to review operations' procedures, identify, and recommend improvements

for efficiency.- Participate in the knowledge process by submitting content for approval and publication based on
- articles in ticket troubleshooting and resolution. Share knowledge articles with end users to empower
- and promote self-help.
  • Responsible for keeping abreast of all technical updates that could impact Service Operations
functionality and efficiency.- Provide vendor repair assistance. Report required repair service to appropriate warranty/non warranty

vendors. Track repair cycle, updating accordingly, documenting equipment replacement.

  • Hours/Shift:
  • Normal Business HoursMinimum Qualifications1. A baccalaureate degree from an accredited college or university and two years of satisfactory fulltime experience, in mainframe computer, midrange computer, LAN or WAN computer environments and or local desktop support; or"
  • An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or
  • A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or


Preferred Skills 55a ProgramThis 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 Residency RequirementNew 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 InformationThe 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.

Minimum Qualifications1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or\"

  • An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in \"1\" above; or
  • A four-year high school diploma or its educational equivalent and four years of satisfa
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