IT Helpdesk Representative
Core
Provide technical assistance, troubleshooting, and administrative support for hardware, software, and network issues to DOP staff.
Role type
IT Helpdesk Representative
Builds
Internal IT support services for NYC Department of Probation staff
Domain
Public sector / Government IT
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network issue resolution, user inquiry handling, documentation, data entry, report generation, spreadsheet management, user training, script adherence
Preferred skills
none stated
Technologies
none stated
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 support requests in the helpdesk system; Maintain and update technical documentation and user guides; Generate service requests and work orders; Create e-mail templates and draft user tutorials; Check equipment indicators to determine proper functioning.
Seniority
Entry-level to Mid-level, independent initiative
