What are the responsibilities and job description for the Service Desk Agent position at TECHNOLOGY & INNOVATION?
Service Desk Agent
- TECHNOLOGY & INNOVATION
Posted on
07/13/2026
- Full-time
Location
BROOKLYN
- Exam may be required
Department
CITYWIDE SERVICE DESK
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Job Description
The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.
At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.
The successful candidate will serve as a Service Desk Agent reporting to the Customer Service Division. Responsibilities include:
- Answer and log calls and portal submissions in a timely, courteous and professional manner in accordance with Standard Operating Procedures and Quality Assurance guidelines;
- Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within ITSM ticketing tool;
- Provide initial telephone and queue management support on various hardware, software, network, and telephony issues;
- Keep up to date on latest scripts, software usage, and required training provided at the Citywide Service Desk;
- Ensure all emails/tasks are handled in a timely manner and in accordance to Standard Operating Procedures and Quality assurance guidelines; and
- Perform special projects and initiatives as assigned.
HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.
WORK LOCATION
Brooklyn, NY
TO APPLY
For Current City Employees Permanent In This Title Only
Please go to www.cityjobs/jobs/search and search for Job ID# 783811
- Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration
SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL
This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program
OTI participates in E-Verify
#LI-DNI
TELECOMMUNICATIONS ASSOCIATE ( - 20246
Minimum Qualifications
1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a data telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
2. An associate degree from an accredited college including or supplemented by 12 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and two years of experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of the experience as described in "1" above.
Special Note - Additional Requirements for Assignment Level IV
To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: 1) As a Telecommunications Associate (Data)-Assignment Levels I, II, and III working for the City of New York; or
2) Performing analytical, planning, operational, technical, and/or administrative duties in a data telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.
Preferred Skills
The preferred candidate should possess the following: - Excellent customer service skills effective telephone etiquette - Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels - Proficiency with ITSM ticketing tools such as ServiceNow a plus - Working knowledge and proficiency with Microsoft Office suites Office 365 and - Some basic troubleshooting and analytical skills.
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.
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Job ID
783811
Posted until
09/11/2026
Title code
20246
Civil service title
TELECOMMUNICATIONS ASSOCIATE (
Title classification
Competitive-1
Business title
Service Desk Agent
- Experience level: Experienced (non-manager)
Job level
02
Number of positions
1
Work location
11 Metrotech Center
- Category: Technology, Data & Innovation
Service Desk Agent
Salary : $70,364 - $80,919