Tier I Service Technician

City of New York•New York, NY

7d•$75,000 - $90,000

About The Position

The New York City Department of Environmental Protection’s Bureau of Business Information Technology (BIT) seeks one IT Service Management Specialist to provide Tier I technical support to DEP end users. The Service Desk Unit is the first-level technical team supporting agency staff through dependable service and timely problem resolution. Under the direction of the Unit’s Director, the selected candidate will be the first point of contact for troubleshooting and resolving end-user issues by telephone, email, remote access tools, and in person. The role also installs, configures, tests, maintains, monitors, and troubleshoots network hardware and peripheral devices.

Requirements

A bachelor’s degree from an accredited college in computer science, engineering, or a related field, plus four years of satisfactory full-time experience related to IT service management, process management, or operations; or
A bachelor’s degree from an accredited college plus eight years of satisfactory full-time experience related to IT service management, process management, or operations; or
Education and/or experience equivalent to either of the stated qualifications.

Responsibilities

Provide first-line response to desktop, laptop, password, and application issues.
Respond to requests for technical assistance in person, by phone, and by email, supporting users in the local office and remotely.
Escalate complex or impactful issues to Tier II and Tier III support teams.
Troubleshoot and resolve issues related to personal computer hardware, software applications, and mobile devices.
Install application software necessary for users to complete their job functions.
Update and maintain standard operating procedures for software and hardware deployments, account administration, and help desk tasks.
Support testing and deployment of operating system and application security patches on workstations, laptops, and thin clients.
Handle escalated customer support issues efficiently while maintaining customer satisfaction.
Deliver, set up, and configure end-user desktop and laptop computers, software, printers, cell phones, iPads, and peripherals as needed.
Install, configure, test, maintain, monitor, and troubleshoot network hardware and peripheral devices, including printers, scanners, and presentation equipment.