Service Desk Associate

APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) CIVIL SERVICE TITLE.

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Information Technology Services (ITS) is DSS's technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.

Information Technology Systems (ITS), ITS Service Desk is recruiting to fill one (1) Computer Associate (Technical Support) I, to function as Service Desk Associate, who will:

• Promptly respond to end users contacting the ITS Service Desk through multiple channels - phone,

self-service, chat, and email to request assistance or report a problem with an IT service, application,

software, or hardware. Communicate directly with end users to answer how to questions; triage,

diagnose and troubleshoot support requests.

• Update tickets with informative technical information, troubleshooting steps and status updates

providing full documentation through resolution or reassignment. Address individual ticket assignments

to deliver support within the scope of agreed Service Level Targets (SLTs) and Service Level Agreements

(SLAs).

• Resolve application support issues such as case unlocks, case resets, and activity removal. Utilize

defined application and service templates to ensure all required information is captured at first contact

from end users.

• Use remote support toolset to perform root-cause analysis to resolve tickets. Remotely restart end user

PCs.

• Perform password resets, MFA credential resets, and other user account maintenance tasks in Azure or

Active Directory.

• Escalate to team leads, application support manager, etc. when appropriate and according to

established procedures.

• Participate in team meetings to review operations' procedures, identify, and recommend improvements

for efficiency.

• Participate in the knowledge process by submitting content for approval and publication based on

expertise and successful implementation of work arounds or application of "how to's". Utilize knowledge

articles in ticket troubleshooting and resolution. Share knowledge articles with end users to empower

and promote self-help.

• Responsible for keeping abreast of all technical updates that could impact Service Operations

functionality and efficiency.

• Provide vendor repair assistance. Report required repair service to appropriate warranty/non warranty

vendors. Track repair cycle, updating accordingly, documenting equipment replacement.

Hours/Shift:

Normal Business Hours

Minimum Qualifications

1.A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"

2.An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or

3.A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or

4.Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

Preferred Skills

• A solid understanding of IT systems, applications, software, and hardware. .

• Strong communication skills.

• Familiarity with resolving application support issues such as case unlocks, resets, and activity removal.

• Proficiency in using remote support toolsets for root-cause analysis and issue resolution.

• Experience in performing user account maintenance tasks in Azure or Active Directory.

• Open to learning and adaptable to staying current with technological advancements and updates.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.