IT Help Desk Specialist (Night)

About the position

The New York County District Attorney's Office (DANY) has an immediate opening for an IT Help Desk Specialists in its IT Department. In this position, the Specialists are responsible for providing prompt and efficient technical support with varying degrees of complexity for all levels of DANY staff.

Responsibilities

• 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.
• Act as resource to technicians and first line support telephone operators.
• Represent IT and be point person for any technical issues during off hours.
• 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 support documentation as needed.
• Move computer equipment.
• Install, configure, and troubleshoot computer hardware and software.
• Accurately maintains Unit's call center tracking system ensuring that calls are entered accurately and in a timely fashion.
• Troubleshoot both PC and Mac hardware and software.
• Perform other related duties and tasks as assigned.

Requirements

• Minimum one (1) - three (3) years of relevant experience in supporting users.
• 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 education and/or experience which is equivalent.

Nice-to-haves

• Additional technical training a plus.
• Knowledge of iManage.
• Strong technical background in computer hardware and software, and troubleshooting required.
• Ability to learn and understand internally developed applications quickly.
• Ability to work independently during off hours.
• Knowledge of both PC and Mac hardware and software.
• Proficient in Microsoft products (including Windows 10,11 and Office 0365), with the ability to quickly learn and incorporate new releases and updates.
• Excellent interpersonal, organizational, and communication skills required.
• Ability to assist users with application related questions and issues.
• Ability to follow directions and apply proper policies, procedures, and guidelines.
• Strong attention to detail and high concern for data accuracy.
• Dependable team player who works collaboratively and cooperatively with staff in a team-oriented environment.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to interact with all levels of staff and vendors.

Benefits

• Public Svc Loan Forgiveness eligibility for federal loan forgiveness programs and state repayment assistance programs.