Tier I Service Technician

City of New York•Corona, NY

About The Position

The New York City Department of Environmental Protection’s Bureau of Business Information Technology (BIT) seeks an IT Service Management Specialist to provide Tier I technical support to DEP end users. The Service Desk Unit is a first-level technical team that provides technical support, dependable service, and timely problem resolution to agency staff. Under the direction of the Unit’s Director, the selected candidate will be the first point of contact for technical troubleshooting and resolution by telephone, email, remote access tools, and in person. The role also involves installing, configuring, testing, maintaining, monitoring, and troubleshooting network hardware and peripheral devices.

Requirements

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, or operations; or
A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, or operations; or
Education and/or experience equivalent to either of the above.

Responsibilities

Provide first-line response to users with 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 remote locations.
Escalate more complex and impactful issues to Tier II/III support teams.
Troubleshoot and resolve technical issues involving personal computer hardware, software applications, and mobile devices.
Install application software needed for users to complete their job functions.
Update and maintain standard operating procedures for software and hardware deployments, account administration, and helpdesk tasks.
Support the 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 hardware and 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.