Helpdesk Technician, Bureau of Network Technology Services

The nation’s leading local health department seeks an IT Help Desk Technician to join its award-winning, innovative technology team in revolutionizing public health. The New York City Department of Health and Mental Hygiene (DOHMH) uses the latest technologies and enterprise-wide application solutions in its groundbreaking work to promote and protect New Yorkers’ health and improve DOHMH’s business operations. The Bureau of Network Technology and Telecommunication Services (NTTS) aims to provide DOHMH programs and staff, our external partners and providers, and all citizens relying on our systems and services with a highly reliable and available network infrastructure and services for both voice and data. Resilient and centralized data center services for applications and hosting databases, a customer service-oriented and secure computing environment, and delivery of information technology products and resources have been designed, engineered and implemented to support and facilitate the agency in all our initiatives.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

Provide IT technical telephone support for New York City Department of Health and Mental Hygiene (DOHMH) via the IT Help Desk well as to the general public via the NYCMED Help Desk.

Provide technical support to end-users of Microsoft products, DOHMH in-house applications, and third-party software packages.

Perform PC maintenance, software installation, upgrades and system support.

Perform computer diagnostics and triage processes to resolve end-user service interruptions, network, hardware, and software errors via remote connection.

Input, track and resolve technical issues for both internal and external callers via the online ticketing system ServiceNow.

Test applications for Windows OS environment.

Other ad-hoc assignments deemed necessary by senior management.

Create installation and troubleshooting guides for IT staff and end users.

Minimum Qual Requirements

1. A baccalaureate degree, from an accredited college including or supplemented by twenty-four (24) semester credits in cyber security, network security, computer science, computer programming, computer engineering, information technology, information science, information systems management, network administration, or a pertinent scientific, technical or related area; or

2. A four-year high school diploma or its equivalent approved by a State’s department of education or a recognized accrediting organization and three years of satisfactory experience in any of the areas described in “1” above; or

3. Education and/or experience equivalent to “1” or “2”, above. College education may be substituted for up to two years of the required experience in “2” above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. In addition, twenty-four (24) credits from an accredited college or graduate school in cyber security, network security, computer science, computer programming, computer engineering, information technology, information science, information systems management, network administration, or a pertinent scientific, technical or related area; or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience.

Preferred Skills

One (1) year of full-time experience in computer repair, maintenance and installation

Strong customer service and organizational skills

Excellent oral and written skills in order to effectively communicate to clients and superiors

Ability to identify problem trends based on phone call volume and online ticketing system entries

Ability to provide technical support over the phone while maintaining a professional demeanor

Ability to handle constantly changing flow of telephone traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Additional Information

**IMPORTANT NOTES TO ALL CANDIDATES:

Please note: If you are called for an interview you will be required to bring to your interview copies of original documentation, such as:

  • A document that establishes identity for employment eligibility, such as: A Valid U.S. Passport, Permanent Resident Card/Green Card, or Driver’s license.

  • Proof of Education according to the education requirements of the civil service title.

  • Current Resume

  • Proof of Address/NYC Residency dated within the last 60 days, such as: Recent Utility Bill (i.e. Telephone, Cable, Mobile Phone)

Additional documentation may be required to evaluate your qualification as outlined in this posting’s “Minimum Qualification Requirements” section. Examples of additional documentation may be, but not limited to: college transcript, experience verification or professional trade licenses.

If after your interview you are the selected candidate you will be contacted to schedule an on-boarding appointment. By the time of this appointment you will be asked to produce the originals of the above documents along with your original Social Security card.

**LOAN FORGIVENESS

As a current or prospective employee of the Department of Health and Mental Hygiene, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information on Public Service Loan Forgiveness (PSLF) Program, Teacher Loan Forgiveness Program and Federal Perkins Loan Cancellation and Discharge, please visit: https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service.

For information on the New York State Student Loan Repayment Assistance Programs, please visit: https://www.hesc.ny.gov/repay-your-loans/repayment-options-assistance/loan-forgiveness-cancellation-and-discharge.html.

“FINAL APPOINTMENTS ARE SUBJECT TO OFFICE OF MANAGEMENT & BUDGET APPROVAL”

To Apply

Apply online with a cover letter to https://a127-jobs.nyc.gov/. In the Job ID search bar, enter: job ID number # 532012.

We appreciate the interest and thank all applicants who apply, but only those candidates under consideration will be contacted.

The NYC Health Department is committed to recruiting and retaining a diverse and culturally responsive workforce. We strongly encourage people of color, people with disabilities, veterans, women, and lesbian, gay, bisexual, and transgender and gender non-conforming persons to apply.

All applicants will be considered without regard to actual or perceived race, color, national origin, religion, sexual orientation, marital or parental status, disability, sex, gender identity or expression, age, prior record of arrest; or any other basis prohibited by law.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your resume that you would like to be considered for the position under the 55-a Program.

Residency Requirement

NEW YORK CITY RESIDENCY IS NOT REQUIRED FOR THIS TITLE.

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