Senior IT Helpdesk Representative

The New York City Department of Probation is dedicated to improving public safety by supporting individuals on probation.

DOP uses research-based practices to supervise and support people on probation and help prevent further interactions with the justice system.

By expanding access to education and gainful employment opportunities, healthcare, family supports, and civic engagement, DOP empowers New Yorkers under their supervision to lead safe and thriving lives.

The Department of Probation is seeking a skilled and motivated IT Helpdesk Specialist to join our dynamic IT team. The ideal candidate will have a passion for technology, excellent problem-solving skills, and a commitment to providing exceptional customer service. Responsibilities include, but are not limited to, the following:

• Under general direction, with wide latitude for independent initiative and judgment, provide technical assistance, service functions, and administrative tasks in maintaining, troubleshooting, repairing, or replacing computer/software components for DOP staff.
• Annotate and monitor inquiries and service requests.
• Provide technical support 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 in the helpdesk system.
• Maintain and update technical documentation and user guides.
• Collaborate with other IT team members to address complex issues and improve overall IT services.
• Provide training and support to end-users on various IT systems and applications.
• Follow call and email “scripts” when handling different topics and respond with updates in a timely manner.
• Generate service requests and work orders to resolve computer, software and network issues and track time spent on completion.
• Maintain accurate documentation of communication on service requests and work orders performed.
• Check indicators and determine the proper functioning of equipment to resolve hardware and software issues.
• Follow standard operating procedures and policies as directed by management.
• Create e-mail templates and draft user tutorials. Create and update reports and spreadsheets and other data-entry tasks.

*Maximum salary is not guaranteed.

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.