IT Helpdesk Representative

City of New York•New York City, NY

About The Position

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 of Probation is seeking a skilled and motivated IT Helpdesk Specialist to join our dynamic IT team. The ideal candidate will have a passion for technology, excellent problem-solving skills, and a commitment to providing exceptional customer service.

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 Education and/or experience which is equivalent to "1" above.

Responsibilities

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.
Generate service requests and work orders to resolve computer, software and network issues and track time spent on completion.
Maintain accurate documentation of communication on service requests and work orders performed.
Check indicators and determine the proper functioning of equipment to resolve hardware and software issues.
Follow standard operating procedures and policies as directed by management.
Create e-mail templates and draft user tutorials.
Create and update reports and spreadsheets and other data-entry tasks.