Service Desk Analyst - Brooklyn, United States - NYC Careers

NYC Careers

Verified Company

Brooklyn, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

SERVICE DESK ANALYST:

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SERVICE DESK ANALYST:

Agency: HRA/DEPT OF SOCIAL SERVICES

Posted on: 05/10/2024

Job type: Fulltime

Location

BROOKLYN

Title Classification: Exam may be required

Department

Mgmt Information System-NM

Salary range: $56, $64, If you are hired provisionally in this title, you must take and pass the Civil Service Exam, when it becomes available, to be eligible for continued employment.
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 Analyst, who will:
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).
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.
Participate in team meetings to review operations' procedures, identify, and recommend improvements for efficiency.
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.

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 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.

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- \tStrong communication skills.
- \tProficiency in using remote support toolsets for root-cause analysis and issue resolution.
- \tExperience in performing user account maintenance tasks in Azure or Active Directory.
- \tOpen to learning and adaptable to staying current with technological advancements and updates.