Under supervision, with some latitude for independent action, Service Desk Analyst provide technical support on hardware, software, network, and telephony issues for all NYCHA staff. Analysts diagnose and resolve basic technology issues adhering to ITIL-based ITSM processes. Responsibilities include, but are not limited to the following:

- Answer telephone and email inquiries to determine service required.
- Keep customers apprised of status and progress on unresolved service requests.
- Provide comprehensive IT technical support services, responding to incidents within Service Level Agreements.
- Update ServiceNow system to reflect actions taken, responses given, and inquiries forwarded for further research and response.
- Maintain accurate and complete call information in Service Now support system, documenting all interactions with users.
- Log, categorize and prioritize user tickets in line with required standards.
- Use troubleshooting techniques and tools such as knowledgebase to resolve issues.
- Escalate more complex customer technical issues to the appropriate team.
- Communicate service disruptions to users.
- Create detailed documentation and training materials for peers and users.
- Learn, document and support new applications and IT procedures.

NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Customer Information Representative to be considered.

NOTE: 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. For detailed information regarding the 55-a Program, please visit the link below:

http://www.nyc.gov/html/dcas/downloads/pdf/psb/100_1.pdf

Additional Information

1. INTERAGENCY TRANSFERS INTO NYCHA OF THOSE PERMANENT IN TITLE ARE NOT PERMITTED IN THE FACE OF AN ACTIVE AND VIABLE NYCHA PROMOTION LIST OR PREFERRED IS FOR THE SAME TITLE.
2. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
3. NYCHA residents are encouraged to apply.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

- Experience in supporting and assisting users via phone, email, self-service and MS Teams in an office environment. - Experience in supporting and working knowledge of Microsoft Windows, Teams and Outlook. - Experience using ServiceNow, an IT Service Management software platform. - Foundational knowledge of small and medium business LAN and WAN network technologies such as routers, firewalls, switches, wireless access points, etc. - Excellent PC skills. - Familiarity with ITIL basics. - Troubleshooting/problem-solving skills. - Self-motivated and self-directed. - Strong customer service orientation. - Excellent verbal and written communication skills and ability to convey information clearly an effectively. - Collaborative team spirit. - Thoroughness and accuracy.

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/.

NYCHA has no residency requirements.

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.