Helpdesk Support Technician

The New York City Department of Veterans' Services (DVS) connects, mobilizes, and empowers New York City's Veteran community in order to foster purpose-driven lives for New York City Service Members – past and present – in addition to their caregivers, survivors, and families.

The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging with people under court-mandated community supervision. Through innovative partnerships with people and organizations throughout New York City, DOP provides opportunities for those on probation to access services and opportunities that positively impact their life trajectory. Following the best current data on what works, staff at DOP engage in meaningful relationships with those on probation to enhance community safety and decrease recidivism.

The Department is seeking to hire a Helpdesk Support Technician for technical consultative and/or administrative work. Under the administration of the agency OIT Helpdesk Director, the incumbent will perform the following duties of the post:

- Monitor and manage Service Now Helpdesk tickets, emails and calls in a timely manner. Provide Helpdesk/desktop support for hardware and software computer systems and peripherals. Support and set up audio/visual equipment, computers, and laptops in several conference and training rooms.

- Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.

- Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.

- Diagnose and resolve technical hardware and software issues, including operating systems and across a range of devices. (Windows 10/11, Microsoft 365, iOS, Android, Cisco, etc.)- Assist users with preliminary identification of computer and application related issues.

- Perform in a high-volume IT Help Desk call center, with a high degree of professionalism.

- Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.

- Keep stakeholders informed about ongoing issues and resolutions.

- Follow the client support guidelines as outlined by supervisor.

- Maintain and support documentation of processes and update the OIT ITIL on a regular bases.

- Follow up with employees to ensure issues have been resolved and provide excellent customer service.

- Provide remote desktop and laptop support for DOP staff participating in the Hybrid Work from Home program
- Install, configure, and troubleshoot computer hardware and software.

- Accurately maintains Unit's call center tracking system ensuring that calls are entered accurately and in Service Now.

- Troubleshoot both PC and Mac hardware and software.

- Perform other related duties and tasks as assigned.

Qualification Requirements
1. 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 2. Education and/or experience which is equivalent to "1" above. Experienced (non-manager)