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City of New York · 4 hours ago

IT Service Specialist I

Bronx, NY

Full-time

Onsite

Entry Level

$60K/yr - $60K/yr

3+ years exp

City of New York is seeking an experienced and enthusiastic IT Service Specialist I. This role involves providing technical assistance and support to end users, maintaining desktop and laptop setups, and troubleshooting technical issues.

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Responsibilities

Serve as the first point of contact for end users seeking technical assistance over the phone or email

Provide setup and maintenance of desktop/laptop/VoIP Phone support for end users under supervision

Install and Configure office workstation for new users and move the equipment to designated locations

Install and Configure Windows operating System, endpoint security and Microsoft Office Products

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Walk the user through the problem-solving process

Direct unresolved issues to the next level of technical support personnel

Provide detailed information of pending issues to complete the task handover during shift changes

Record events, problems, and their resolution in Ticketing / Change Management System

Follow-up/update users and IT products information and status on Inventory Management System

Pass on any feedback or suggestions by users to ITB management

Providing level 1 support for new in-house and Custom off the Shelf (COTS) applications

Troubleshoot and resolve technical issues, ensuring timely and effective problem resolution

Assisting in the testing and rollout of new applications, verifying their functionality, compatibility, and user experience

Liaising with application vendors and internal development teams to report and escalate issues and track their resolution

Participating in cross-functional teams to ensure the successful implementation of new solutions and enhancements

Collaborating with end users to provide training, assistance, and documentation for applications and integrations

Developing and maintaining comprehensive documentation for application configurations, procedures, and troubleshooting steps

Contributing to the enhancement of IT service management processes and practices

Providing timely and effective communication to stakeholders regarding support status, issue resolution, and enhancements

Qualification

Required

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

Education and/or experience which is equivalent to '1' above