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Technical Support Analyst

3 months ago

Hamilton, Ontario, Canada City of New York Full time

Position Overview:

The City of New York is seeking a dedicated Technical Support Analyst to join our team. This role is pivotal in ensuring that our clients receive exceptional support for their desktop and mobile devices.

About Us:
The NYC Department of Environmental Protection (DEP) is committed to enhancing the environment and safeguarding public health for all New Yorkers. As the largest combined municipal water and wastewater utility in the nation, we serve millions with a dedicated workforce of nearly 6,000 employees.

Role Responsibilities:
The Technical Support Analyst will operate under the guidance of the Division Chief of IT Support, focusing on:

  • Providing comprehensive support for desktop and mobile devices to bureau clients and executive staff.
  • Assisting in complex troubleshooting and repair tasks.
  • Managing inventory of spare parts and equipment.
  • Monitoring ticket queues and reporting on client interactions.
  • Imaging PCs with appropriate software for various departments.
  • Administering Active Directory.
  • Ensuring adherence to corporate policies and procedures.
  • Overseeing daily activities related to assigned tickets.
  • Maintaining an asset database for IT equipment.
  • Escalating and resolving issues as necessary.
  • Communicating updates within the organization.
  • Collaborating with project managers on new IT initiatives.
  • Participating in prioritization of activities to minimize business impact.
  • Managing special projects as assigned.

Qualifications:
To be considered for this position, candidates must meet the following criteria:

  • A bachelor’s degree from an accredited institution, including or supplemented by 24 semester credits in computer science or a related field, along with one year of relevant full-time experience in software development and support; or
  • A four-year high school diploma or its equivalent, with five years of relevant full-time experience as described above; or
  • Equivalent education and/or experience as outlined in the previous points, with specific substitutions applicable for college credits and technical training.

Additional Information:
This position is also open to qualified individuals with disabilities who are eligible for the 55-a Program. Candidates should indicate their interest in this program in their application materials.

New York City residency is not a requirement for this role.

The City of New York is an equal opportunity employer, dedicated to fostering a diverse workforce and providing a workplace free from discrimination and harassment based on any legally protected status.