Service Desk Agent

Description

The Office of Technology and Innovation runs technology for New York City, including affordable broadband, cybersecurity protection, and digital government services.

This is a Service Desk Agent role reporting to the Customer Service Division, working in a 24/7 operation.

Responsibilities

• Take calls and portal submissions and log them promptly, politely, and professionally, in line with the standard operating procedures and QA guidelines.
• Screen calls properly and keep clear records in the ITSM ticketing tool using the supplied scripts.
• Provide first-line phone and queue support for hardware, software, network, and telephony problems.
• Escalate high-priority issues or outages to a Senior Service Desk Agent when an escalation is requested or a Major Incident is suspected.
• Handle all emails and tasks promptly, in line with the standard operating procedures and QA guidelines.
• Stay current on the latest scripts, software use, and training offered at the Citywide Service Desk.
• Take on special projects and initiatives as assigned.

Requirements

• A bachelor's degree from an accredited college, plus 24 semester credits in data telecommunications, networking, or a related scientific, technical, or electronic field, and one year of full-time work in analytical, planning, operational, technical, or administrative roles in data telecommunications, electronics planning, electronics management, or electronics service.
• An associate degree from an accredited college, plus 12 semester credits in the same fields, and two years of the experience described in the first option.
• A four-year high school diploma or equivalent, plus three years of the experience described in the first option.
• A combination of education and experience equal to any option above. Six months of experience counts for each 30 semester credits of undergraduate study, including or supplemented by 6 semester credits in the relevant fields, up to a maximum of two years. Every candidate needs at least a high school diploma or equivalent and at least one year of the first-option experience.
• Special note for Assignment Level IV: after meeting the minimum requirements, you need at least two more years of full-time experience, either as a Telecommunications Associate (Data) at Assignment Levels I, II, or III with the company, or in the analytical, planning, operational, technical, or administrative work described above, one year of which must be in a consultative or supervisory capacity.

Conditions

Based in Brooklyn, NY.

You may be required to work various shifts, including weekends and/or nights or evenings, because of the 24/7 operation.

Open only to permanent City employees who hold this title.

Appointments are subject to oversight approval.

Sending a resume does not guarantee an interview.

Open to qualified persons with a disability who are eligible for the 55-a Program.

Job ID 783811. Civil service title Telecommunications Associate, code 20246. LI-DNI.

The company is an equal opportunity employer that is committed to a diverse workforce and a workplace free from discrimination and harassment based on any legally protected status or characteristic.