IT Service Specialist I

About the role

The Office of the District Attorney, Bronx County ("BXDA") is charged with the twin goals of ensuring public safety and striving for equal justice for the over 1.4 million members of the Bronx County community. By "Pursuing Justice with Integrity," the BXDA places a focus on assistance for crime victims while simultaneously ensuring fairness to defendants.

Moreover, the BXDA aims to balance the need to seek appropriate punishment for certain crimes while recognizing when punitive measures do not adequately advance justice. By recognizing these significant distinctions and acting accordingly, BXDA has established a standard of excellence in the representation of the Bronx community at large, which continues to grow stronger every day.

In furtherance of this mission, the BXDA seeks experienced and enthusiastic IT Service Specialist I.

Job Responsibilities

Specific duties will include, but are not limited to the following

• Serve as the first point of contact for end users seeking technical assistance over the phone or email.
• Provide setup and maintenance of desktop/laptop/VoIP Phone support for end users under supervision.
• Install and Configure office workstation for new users and move the equipment to designated locations.
• Install and Configure Windows operating System, endpoint security and Microsoft Office Products
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk the user through the problem-solving process.
• Direct unresolved issues to the next level of technical support personnel.
• Provide detailed information of pending issues to complete the task handover during shift changes.
• Record events, problems, and their resolution in Ticketing / Change Management System
• Follow-up/update users and IT products information and status on Inventory Management System
• Pass on any feedback or suggestions by users to ITB management.
• Providing level 1 support for new in-house and Custom off the Shelf (COTS) applications.
• Troubleshoot and resolve technical issues, ensuring timely and effective problem resolution.
• Assisting in the testing and rollout of new applications, verifying their functionality, compatibility, and user experience.
• Liaising with application vendors and internal development teams to report and escalate issues and track their resolution.
• Participating in cross-functional teams to ensure the successful implementation of new solutions and enhancements.
• Collaborating with end users to provide training, assistance, and documentation for applications and integrations.
• Developing and maintaining comprehensive documentation for application configurations, procedures, and troubleshooting steps.
• Contributing to the enhancement of IT service management processes and practices.
• Providing timely and effective communication to stakeholders regarding support status, issue resolution, and enhancements.

Qualification Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Education and/or experience which is equivalent to "1" above.