Demo

Helpdesk Support Technician

City of New York
New York, NY Full Time
POSTED ON 4/1/2025
AVAILABLE BEFORE 6/1/2025

Job Details

Company Description

Job Description

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 is seeking to hire two (2) Helpdesk Support Technicians for technical consultative and/or administrative work. Under the administration of the agency OIT Helpdesk Director, the incumbent will perform the following duties of the post:

- Monitor and manage ServiceNow Helpdesk tickets, emails and calls in a timely manner. Provide Helpdesk/desktop support for hardware and software computer systems and peripherals. Support and set up audio/visual equipment, computers, and laptops in several conference and training rooms.
- Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.
- Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.
- Diagnose and resolve technical hardware and software issues, including operating systems and across a range of devices. (Windows 10/11, Microsoft 365, iOS, Android, Cisco, etc.)
- Assist users with preliminary identification of computer and application related issues.
- Perform in a high-volume IT Help Desk call center, with a high degree of professionalism.
- Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
- Keep stakeholders informed about ongoing issues and resolutions.
- Follow the client support guidelines as outlined by supervisor.
- Maintain and support documentation of processes and update the OIT ITIL on a regular bases.
- Follow up with employees to ensure issues have been resolved and provide excellent customer service.
- Provide remote desktop and laptop support for DOP staff participating in the Hybrid Work from Home program
- Install, configure, and troubleshoot computer hardware and software.
- Accurately maintains Unit's call center tracking system ensuring that calls are entered accurately and in ServiceNow.
- Troubleshoot both PC and Mac hardware and software.
- Perform other related duties and tasks as assigned.

COMMUNITY ASSOCIATE - 56057

Qualifications

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

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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Helpdesk Support Technician?

Sign up to receive alerts about other jobs on the Helpdesk Support Technician career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$109,702 - $143,233
Income Estimation: 
$150,767 - $193,289
Income Estimation: 
$45,792 - $56,381
Income Estimation: 
$54,256 - $67,602
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at City of New York

City of New York
Hired Organization Address All, MO Full Time
Civil Service Title- Mechanical Engineer II Serves as Mechanical Engineer in the Movable Bridges Group, reporting to the...
City of New York
Hired Organization Address All, MO Full Time
This position performs work in the inspection of the condition, design, operation and installation of steam boilers and ...
City of New York
Hired Organization Address Staten Island, NY Full Time
Drive development vehicles and assist in debris pick up. Pick up materials and supplies. Assist in emergency snow remova...
City of New York
Hired Organization Address Manhattan, NY Full Time
The mission of the New York City Police Department is to enhance the quality of life in New York City by working in part...

Not the job you're looking for? Here are some other Helpdesk Support Technician jobs in the New York, NY area that may be a better fit.

Helpdesk Support Technician

DEPARTMENT OF PROBATION, New York, NY

Helpdesk Support Technician

NYC Department of Housing Preservation & Development, New York, NY

AI Assistant is available now!

Feel free to start your new journey!