Service Desk Analyst 

The Office of the Queens County District Attorney (QDA) is seeking an experienced Service Desk Analyst to provide exceptional customer service through a combination of excellent communications skills, experienced problem-solving and collaboration with peers to optimize client experience with service requests and incidents related to all QDA desktop and mobile hardware, MFDs, software, network and mobile connectivity and solutions.  

The Service Desk Analyst's responsibilities will include, but are not limited to:

• Reporting to the Service Desk Manager, answer caller requests, record call details and supporting documentation, diagnose and troubleshoot issues using remote access tools, identify and document root cause, resolve requests and issues, and assign items which cannot be closed at first point of call to the appropriate IT Team.
• Monitor all open incidents and requests, escalate aging or unresolved items to management, and follow up with clients to confirm successful resolution prior to closing items in the Service Desk system.
• Escalate VIP callers, difficult clients and complex incidents to the Service Desk Manager per business rules and Service Level Agreements.
• Provide first point of call technical support and resolution for all QDA desktop hardware and software, conference room technology, mobile devices including laptops and phones, IP telephony, multi-function devices and custom applications and solutions throughout the QDA campus.
• Draft knowledgebase articles, FAQs and user guides for common issues which can be resolved or eliminated with proper training.
• Work with the Service Desk Manager and peers to optimize analyst availability to ensure sufficient call coverage during stated business hours.
• Raise escalations and potential outages to management and assist with rapid response as needed to optimize root cause analysis and resolution.
• Create User IDs and resolve issues with access to systems and services in compliance with all IT Security policies and procedures.
• Leverage presence tools such as Teams and Chat to obtain assistance when troubleshooting complex calls.
• Work under the supervision of the Service Desk Manager to develop and maintain user stories, knowledge articles, FAQs and technical and training documentation.
• Work under the supervision of the Technical Services Manager to prepare and image desktop and mobile hardware needed for daily operations and special projects.
• Collaborate with cross-functional teams to identify areas for process improvement, develop response plans, and ensure timely resolution of complex issues.
• Provide continuous knowledge transfer to peers to optimize first call closure rates.

Preferred Education and Qualification Requirements:

1. A baccalaureate degree from an accredited college and two years of experience in an area related to the duties described above; or

2. High school graduation or equivalent and six years of experience in an area related to the duties as described above; or

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

                For current New York City employees, a permanent civil service title is preferred but not required.

Preferred Skills and Experience:

• Minimum of 3 years of experience diagnosing, troubleshooting and resolving technical issues via telephone in a high-call volume environment.
• Experience with ITIL processes, service desk software, knowledgebase publications, and ACD systems required.
• Experience supporting Dell and HP hardware, multi-function copy/scan/print devices, MS Active Directory, MS Windows, Outlook, Teams, Word, Excel and PowerPoint, Cisco IP Telephony endpoints and mobile devices.
• Ability to rapidly gain expertise with complex solutions.
• A+ and/ or ITIL certifications preferred.
• Excellent communication and interpersonal skills and a customer-focused attitude.
• Excellent writing skills and ability to effectively impart technical information to non-technical individuals.
• Ability to work well under pressure in a complex, fast-paced environment.
• Experience working with service desk management systems and customer relationship management software.
• Strong problem-solving skills and ability to manage multiple priorities concurrently.
• Ability to work independently and as part of a team.
• Ability to rapidly develop experience supporting unique and complex technical solutions.
• Flexibility and willingness to work overtime as required to cover shifts and assist with special projects as needed.

Application Information:

Salary Range: $65,000 - $75,000 (commensurate with experience)

Comprehensive benefits package including health insurance, 401K and more.

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.

To apply, please submit a resume and cover letter, by clicking on the link below: