IT Support Analyst

The New York City Department of Correction (DOC) is an integral part of the City’s evolving criminal justice system, participating in reform initiatives and strategies aimed at moving the city towards a smaller jail system without compromising public safety. The DOC is responsible for maintaining a safe and secure environment for our employees, visitors, volunteers, and people in our custody. Importantly, safe jails enable DOC to provide people in custody with the tools and opportunities they need to successfully re-enter their communities. The DOC operates facilities and court commands across the five boroughs with more than 7,500 diverse professionals and knowledgeable experts.

The DOC seeks to recruit an IT Support Analyst to assist with all aspects of the Information
Technology division. Under supervision, the selected candidate will be responsible for the following:

- Respond to routine and complexed incidents regarding end-users and production systems.
- Respond to customer inquiries via phone, e-mail, or Service Desk ticketing system
in a professional and timely manner.
- Provide efficient and effective technical resolution for all support requests.
- Record/track incidents from initial support response to resolution using Service
Desk ticketing system.
- Apprise end-users and team members of the status and progress of pending
incidents and requests.
- Analyze and escalate incidents/problems to the appropriate IT team when required.
- Provide a positive experience to clients through meeting and exceeding
end-user expectations, and engendering confidence that requests will be resolved.
- Facilitate and coordinate communications to mobile device team and staff.
- Provisioning and de-provisioning network accounts using Active Directory and
other management consoles.

Preferred Skills:

- 3+ years of experience in an IT technical support and call center role
- Effectively work as the first point of contact for all support needs, multi-task, and deliver required results
in a rapid paced and pressurized environment - Diagnose and resolve hardware and software issues
remotely. Communicate with other IT division teams when escalation is required
- Strong customer service and problem-solving skills
- Ability to work independently and collaboratively to resolve client issues without detailed supervision
- Ability to take ownership of and follow through on client issues until resolution is achieved
- Excellent communication skills both written and oral
- Communicate professionally and effectively with customers at all levels. Strong interpersonal skills,
organizational skills, and problem-solving ability to work with non-technical end users.
- Explain technical details in a plain, clear, and simple manner.

COMPUTER ASSOC (SOFTWARE) - 13631

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or

2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or

3. Education and or/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 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, 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. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

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.