IT Helpdesk Representative

Responsibilities

• Under general direction, with wide latitude for independent initiative and judgment, provide technical assistance, service functions, and administrative tasks in maintaining, troubleshooting, repairing, or replacing computer/software components for DOP staff.
• Annotate and monitor inquiries and service requests.
• Provide technical support and troubleshooting for hardware, software, and network issues.
• Respond to and resolve user inquiries via phone, email, or in-person.
• Document and track all support requests and resolutions in the helpdesk system.
• Maintain and update technical documentation and user guides.
• Collaborate with other IT team members to address complex issues and improve overall IT services.
• Provide training and support to end-users on various IT systems and applications.
• Follow call and email scripts when handling different topics and respond with updates in a timely manner.
• Create e-mail templates and draft user tutorials.
• Create and update reports and spreadsheets and other data-entry tasks.

Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Educational and/or experience which is equivalent to "1" above.

Preferred Skills

• Customer service skills.
• Comfortable using Windows operating systems such as Windows 11 and above.
• Strong problem-solving and analytical abilities to assess and resolve customer issues efficiently.
• Excellent writing and interpersonal skills.
• Strong customer service and communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Knowledge of Active Directory - Windows Server 2016 and above.
• Excellent time management skills.
• Strong troubleshooting and problem-solving skills.
• Ability to work both independently and as part of a team.

Benefits

The City of New York offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Pay

The maximum salary is not guaranteed.

Schedule

The schedule is flexible and can vary based on department needs.

Qualifications

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Educational and/or experience which is equivalent to "1" above.

Residency Requirement

New 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 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.