IT Helpdesk Representative

Responsibilities

• Provide technical assistance and administrative support to DOP staff for maintaining, troubleshooting, repairing, or replacing computer hardware and software components.
• Annotate and monitor inquiries and service requests in the helpdesk system.
• Deliver technical support and troubleshooting for hardware, software, and network issues.
• Respond to end-user inquiries via phone, email, or in person, and work toward prompt resolutions.
• Document and track all support requests and resolutions in the helpdesk system.
• Maintain and update technical documentation and user guides.
• Collaborate with IT teammates to resolve 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 and deliver timely updates on ticket progress.
• Generate service requests and work orders, tracking time spent on completion.
• Maintain accurate communication records on service requests and work orders.
• Assess equipment functionality to diagnose hardware and software issues.
• Adhere to standard operating procedures and management directives.
• Create email templates and draft user tutorials; develop and update reports and data-entry tasks.

Requirements

• High school diploma or equivalent, plus three years of experience in community work or related activities aligned with IT duties, or
• Education and/or experience equivalent to the above.

Technologies

• Windows 11 and above
• Active Directory
• Windows Server 2016 and above

Preferred Skills

• Customer service excellence
• Proficiency with Windows operating systems, including Windows 11 and newer
• Strong problem-solving and analytical abilities
• Excellent written and interpersonal communication
• Capacity to work independently and manage multiple priorities in a fast-paced environment
• Knowledge of Active Directory
• Windows Server 2016 and above
• Effective time management
• Strong troubleshooting and collaborative teamwork skills

Public Service Loan Forgiveness

• Eligible for federal loan forgiveness programs and state repayment assistance programs; visit studentaid.gov/pslf for details.

Residency Requirement

• New York City residency is generally required within 90 days of appointment; exceptions may apply for certain titles after two continuous years of City service. Discuss with the interview agency representative.

Additional Information

• The City of New York is an inclusive equal opportunity employer dedicated to a diverse workforce and a work environment free from discrimination and harassment based on protected characteristics.

Job Details

• Job ID: 785317
• Posted Until: 08/22/2026
• Title Code: 56057
• Civil Service Title: COMMUNITY ASSOCIATE
• Title Classification: Non-Competitive-5
• Business Title: IT Helpdesk Representative
• Experience Level: Entry-Level
• Job Level: 00
• Number of Positions: 1
• Work Location: 33 Beaver St, New York, NY
• Category: Technology, Data & Innovation