The New York City Department of Correction (DOC) is an integral part of the City’s evolving criminal justice system, participating in reform initiatives and strategies aimed to move the City towards a smaller jail system without compromising public safety. The DOC is responsible for maintaining a safe and secure environment for our employees, visitors, volunteers, and people in our custody. Importantly, safe jails enable DOC to provide people in custody with the tools and opportunities they need to successfully re-enter their communities. The DOC operates facilities and court commands across the five boroughs with more than 9,000 diverse professionals and knowledgeable experts.

The DOC seeks to recruit an IT Support Analyst to assist with all aspects of the Information
Technology division. Under supervision, the selected candidate will be responsible for the following;

- Respond to routine and complexed incidents regarding end-users and production systems;
- Respond to customer inquiries via phone, e-mail, or Service Desk ticketing system
in a professional and timely manner;
- Provide efficient and effective technical resolution for all support request;
- Record/track incidents from initial support response to resolution using Service
Desk ticketing system;
- Apprise end-users and team members of the status and progress of pending
incidents and requests;
- Analyze and escalate incidents/problems to the appropriate IT team when required;
- Provide a positive experience to clients through meeting and exceeding
end-user expectations, and engendering confidence that requests will be resolved;
- Provisioning and de-provisioning network accounts using Active Directory and
other management consoles.

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree 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. A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above

- 3+ years of experience in an IT technical support and call center role - Effectively work as the first point of contact for all support needs, multi-task, and deliver required results in a rapid paced and pressurized environment - Diagnose and resolve hardware and software issues remotely. Communicate with other IT division teams when escalation is required - Strong customer service and problem-solving skills - Ability to work independently and collaboratively to resolve client issues without detailed supervision - Ability to take ownership of and follow through on client issues until resolution is achieved - Excellent communication skills both written and oral - Communicate professionally and effectively with customers at all levels. Strong interpersonal sills, organizational skills, and problem-solving ability to work with non-technical end users. - Explain technical details in a plain, clear and simple manner.

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.

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/.

New York City Residency is not required for this position

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.