Technical Support Specialist

3 days ago

New York, New York, United States City of New York Full time

At the City of New York, we're committed to delivering exceptional service to our residents. As a Technical Support Specialist, you'll play a vital role in ensuring that our Department of Social Services runs smoothly.

Job Summary

We're seeking an experienced technical support specialist to join our team. In this role, you'll provide top-notch support to end-users, troubleshoot issues, and collaborate with colleagues to resolve complex problems.

Key Responsibilities:

  • Technical Assistance: Provide expert technical assistance to end-users, responding to their queries and resolving issues promptly.
  • Troubleshooting: Identify and diagnose problems using defined application templates, capturing required information at first contact.
  • Communication: Communicate directly with end-users, providing clear instructions, troubleshooting steps, and status updates.
  • Issue Resolution: Resolve application support issues, including case unlocks, resets, and activity removals.
  • Root-Cause Analysis: Perform root-cause analysis to resolve tickets efficiently.
  • Password Resets: Remotely restart PCs and perform password resets, MFA credential resets, and other user account maintenance tasks.
  • Escalation: Escalate issues to team leads or managers when necessary, following established procedures.

Requirements:

  • Technical Expertise: Proven experience in providing technical support, troubleshooting, and resolving complex issues.
  • Communication Skills: Excellent communication skills, able to communicate effectively with end-users and colleagues.
  • Problem-Solving: Strong problem-solving skills, able to analyze issues and identify solutions.
  • Collaboration: Ability to work collaboratively as part of a team, contributing to knowledge sharing and process improvements.

Benefits:

  • Competitive Salary: $65,000 - $85,000 per annum, depending on experience.
  • Opportunities for Growth: Opportunities for professional growth and development within the organization.
  • Benefits Package: Comprehensive benefits package, including health insurance, retirement plan, and paid time off.

About Us:

The City of New York is a dynamic and diverse organization, committed to serving our residents and communities. We offer a range of benefits and opportunities for growth and development.

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