Tier I Service Technician Analyst

The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying clean drinking water, collecting and treating wastewater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. We deliver 1.1 billion gallons of high-quality drinking water per day to 8.5 million New York City residents and more than 1 million people in Upstate New York, and we collect and treat an average of 1.3 billion gallons of wastewater per day.

The New York City Department of Environmental Protection’s (DEP) Bureau of Business Information Technology (BIT) is responsible for providing quality business, technical and IT system support to our users. This commitment is realized through collaboration, strong relationships, and a unified vision with our partners at DEP in order to provide quality technological solutions to our business needs. Providing these services allows us to ensure that DEP continues its tradition of delivering excellent service to the residents of New York City.

The New York City Department of Environmental Protection’s, Business Information Technology’s, Service Desk Unit is a first level technical team dedicated to providing agency staff with the highest level of technical support, dependable service, and timely problem resolution.

The Bureau of Business Information Technology (BIT) seeks to hire one (1) IT Service Management Specialist to provide Tier I Technical support to all DEP end users. Under the direction of the Unit’s Director the selected candidate will serve as the first point of contact to provide technical troubleshooting and resolution to end users via telephone, email, using remote access tools, and in person. Install, configure, test, maintain, monitor, and troubleshoot network hardware, peripheral devices, etc. printers, scanners, presentation equipment.


Under direction the selected candidates will perform but are not limited to the tasks outlined below:

Provide first line response for users with desktop, laptop, password, and application issues.
Respond to requests for technical assistance in person, via phone and email providing first level support for users in the local office as well as remotely located.
Escalates more complex and impactful issues to Tier II III support team.
Troubleshoot to resolve technical issues related to personal computer hardware, software applications, and mobile devices as necessary.
Install application software necessary to complete job functions.
Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.
Provides support related to testing and deployment of operating system and application security patches on workstations, laptops and thin clients.
Handle escalated customer support issues efficiently keeping customer satisfaction high.
Deliver, setup, and configure end-user desktop & laptop computer hardware, software, Printers, Cell Phones, iPads, and peripherals as needed.

Minimum Qualifications

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

Preferred Skills

The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying clean drinking water, collecting and treating wastewater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. We deliver 1.1 billion gallons of high-quality drinking water per day to 8.5 million New York City residents and more than 1 million people in Upstate New York, and we collect and treat an average of 1.3 billion gallons of wastewater per day.

The New York City Department of Environmental Protection’s (DEP) Bureau of Business Information Technology (BIT) is responsible for providing quality business, technical and IT system support to our users. This commitment is realized through collaboration, strong relationships, and a unified vision with our partners at DEP in order to provide quality technological solutions to our business needs. Providing these services allows us to ensure that DEP continues its tradition of delivering excellent service to the residents of New York City.

The New York City Department of Environmental Protection’s, Business Information Technology’s, Service Desk Unit is a first level technical team dedicated to providing agency staff with the highest level of technical support, dependable service, and timely problem resolution.

The Bureau of Business Information Technology (BIT) seeks to hire one (1) IT Service Management Specialist to provide Tier I Technical support to all DEP end users. Under the direction of the Unit’s Director the selected candidate will serve as the first point of contact to provide technical troubleshooting and resolution to end users via telephone, email, using remote access tools, and in person. Install, configure, test, maintain, monitor, and troubleshoot network hardware, peripheral devices, etc. printers, scanners, presentation equipment.


Under direction the selected candidates will perform but are not limited to the tasks outlined below:

Provide first line response for users with desktop, laptop, password, and application issues.
Respond to requests for technical assistance in person, via phone and email providing first level support for users in the local office as well as remotely located.
Escalates more complex and impactful issues to Tier II III support team.
Troubleshoot to resolve technical issues related to personal computer hardware, software applications, and mobile devices as necessary.
Install application software necessary to complete job functions.
Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.
Provides support related to testing and deployment of operating system and application security patches on workstations, laptops and thin clients.
Handle escalated customer support issues efficiently keeping customer satisfaction high.
Deliver, setup, and configure end-user desktop & laptop computer hardware, software, Printers, Cell Phones, iPads, and peripherals as needed.

Minimum Qualifications

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

Preferred Skills
Working knowledge to install, configure & troubleshoot: Microsoft Windows 10/11, Office 365 Outlook/Exchange, MS Teams, Visio, IE, Printers, desktop/laptop hardware components.Working knowledge of remote desktop access software preferably Privileged Identity to troubleshoot issues remotely.Experience configuring and troubleshooting iPads, Smart phones etc.Working knowledge of Local and Wide Area Networking.Experience and Strong working knowledge of Microsoft Windows Server Active Directory, LDAP, DHCP, DNS, TCP/IP and Exchange 2013 Admin Center.Strong interpersonal skills, problem solving skills, customer service and interpersonal skills.Proven experience with solving computer related issues via the phone or remote desktop
55a Program
"NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program and also meet the education and experience requirements as listed in the job posting notice. Please indicate on your resume or cover letter that you would like to be considered for the position under the 55-a Program. This position is also open to non 55-a Program candidates who meet the education and experience requirements as listed in the job posting notice.”
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/
Residency Requirement
New York City Residency is not required for this position
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.

• Experience level: Experienced (non-manager)

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