7 Jobs in Brooklyn, NY
NYC Careers is Hiring a SERVICE DESK ANALYST Near Brooklyn, NY
SERVICE DESK ANALYST
SERVICE DESK ANALYST
- Agency: HRA/DEPT OF SOCIAL SERVICES
- Job type: Full-time
Location
BROOKLYN
- Title Classification: Exam may be required
Department
Mgmt Information System-NM
Job Description
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 Analyst, 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.
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.
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.
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.
- \tA solid understanding of IT systems, applications, software, and hardware.\n-\tStrong communication skills.\n-\tFamiliarity with resolving application support issues such as case unlocks, resets, and activity removal.\n-\tProficiency in using remote support toolsets for root-cause analysis and issue resolution.\n-\tExperience in performing user account maintenance tasks in Azure or Active Directory.\n-\tOpen to learning and adaptable to staying current with technological advancements and updates.
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.
Job ID
635652
Title code
13611
Civil service title
COMPUTER ASSOC (TECH SUPP)
Title classification
Competitive-1
Business title
SERVICE DESK ANALYST
- Experience level: Experienced (non-manager)
Number of positions
1
Work location
15 Metrotech
- Category: Technology, Data & Innovation
Job Summary
Full Time
$58k-72k (estimate)
05/12/2024
07/10/2024
The job skills required for SERVICE DESK ANALYST include Troubleshooting, Technical Support, Service Desk, WAN, Innovation, etc. Having related job skills and expertise will give you an advantage when applying to be a SERVICE DESK ANALYST. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by SERVICE DESK ANALYST. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for SERVICE DESK ANALYST positions, which can be used as a reference in future career path planning. As a SERVICE DESK ANALYST, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary SERVICE DESK ANALYST. You can explore the career advancement for a SERVICE DESK ANALYST below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
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A service desk analyst spends the majority of the day performing remote support.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
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Customer service skills are the backbone of a successful business.
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Step 3: View the best colleges and universities for Service Desk Analyst.
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