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City of New York SERVICE DESK ASSOCIATE in New York, New York

Job Description


The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.

Information Technology Systems (ITS), ITS Service Desk is recruiting to fill one (1) Computer Associate (Technical Support) I, to function as Service Desk Associate, who will:

  • Promptly respond to end users contacting the ITS Service Desk through multiple channels – phone,

    self-service, chat, and email to request assistance or report a problem with an IT service, application,

    software, or hardware. Communicate directly with end users to answer how to questions; triage,

    diagnose and troubleshoot support requests.

  • Update tickets with informative technical information, troubleshooting steps and status updates

    providing full documentation through resolution or reassignment. Address individual ticket assignments

    to deliver support within the scope of agreed Service Level Targets (SLTs) and Service Level Agreements


  • Resolve application support issues such as case unlocks, case resets, and activity removal. Utilize

    defined application and service templates to ensure all required information is captured at first contact

    from end users.

  • Use remote support toolset to perform root-cause analysis to resolve tickets. Remotely restart end user


  • Perform password resets, MFA credential resets, and other user account maintenance tasks in Azure or

    Active Directory.

  • Escalate to team leads, application support manager, etc. when appropriate and according to

    established procedures.

  • Participate in team meetings to review operations’ procedures, identify, and recommend improvements

    for efficiency.

  • Participate in the knowledge process by submitting content for approval and publication based on

    expertise and successful implementation of work arounds or application of “how to’s”. Utilize knowledge

    articles in ticket troubleshooting and resolution. Share knowledge articles with end users to empower

    and promote self-help.

  • Responsible for keeping abreast of all technical updates that could impact Service Operations

    functionality and efficiency.

  • Provide vendor repair assistance. Report required repair service to appropriate warranty/non warranty

    vendors. Track repair cycle, updating accordingly, documenting equipment replacement.


Normal Business Hours


  1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"

  2. An associate degree or 60 semester credits 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. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

Additional Information

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.