IT Helpdesk Representative
Core
Providing technical assistance, troubleshooting, and administrative support for computer, software, and network components to staff at the NYC Department of Probation.
Role type
IT Helpdesk Specialist
Builds
Internal IT support services for department staff
Domain
Public sector / Government IT
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network issue resolution, helpdesk system documentation, user guide creation, email template creation, report generation, data entry, standard operating procedure adherence
Preferred skills
independent initiative, judgment, customer service, training end-users
Technologies
helpdesk system, spreadsheets
Responsibilities
Provide technical assistance and troubleshooting for hardware, software, and network issues; Respond to and resolve user inquiries via phone, email, or in-person; Document and track all support requests and resolutions; Maintain and update technical documentation and user guides; Generate service requests and work orders; Create e-mail templates and draft user tutorials; Check indicators and determine the proper functioning of equipment.
Seniority
Individual Contributor, mid-level (3 years experience required)
