Duties included, but are not limited, to: Deliver service and support to end-users. Interact with users to provide and process information in response to problems, inquiries, concerns and/or requests. Gather customer's information and determine the issue by evaluating and analyzing the symptoms. Diagnose and resolve technical hardware and software issues involving hardware, software, internet connectivity, email and more. Research required information using available resources. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Redirect problems to appropriate resource. Accurately process and record call transactions using a computer and designated tracking software. Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business. Follow up and make scheduled call backs to customers where necessary. Stay current with system information, changes and updates.

1. A four-year high school diploma or its educational equivalent approved by a state’s Department of Education or recognized accrediting organization and one year of satisfactory, full-time experience in computer maintenance and repair; or
2. A four-year high school diploma or its educational equivalent approved by a state’s Department of Education or recognized accrediting organization and graduation from a certified technical training program in computer maintenance and repair; or
3. A satisfactory combination of education, training and/or experience equivalent to “1” or “2” above. Experience of the type described in “1” above may be substituted for high school on the basis of one year of experience for each year of high school. However, all candidates must have either one year of the type of experience described in “1” above, or graduation from a certified technical training program as described in “2” above.

Driver License Requirement: By the time you are appointed to this position, you must have a motor vehicle driver license valid in the State of New York. If you have moving violations, license suspensions or an accident record, you may be disqualified. This license must be maintained for the duration of your employment.

Problem Solving, LAN Knowledge, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency and System Administration.

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.

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.