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Service Technician Analyst

1 month ago

Corona, New York, United States City of New York Full time
Job Description

The City of New York is seeking a highly skilled IT Service Management Specialist to join our team. As a key member of our Business Information Technology (BIT) department, you will provide Tier I technical support to all DEP end users.

Under the direction of the Unit's Director, you 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.

Key Responsibilities:

  • 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.
  • Escalate 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.
  • Provide 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.

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.