Service Desk Agent

City of New York • Brooklyn, NY

1d • Onsite

About The Position

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. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov 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.

Requirements

• A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
• An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
• 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 voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.

Responsibilities

• Answer and log calls 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;
• High Priority or Outage Escalation - escalate to a Senior Service Desk Agent when an escalation is requested or a Major Incident is suspected;
• 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;
• Perform special projects and initiatives assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level