IT Product Support Specialist
IT Product Support Specialist
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1 Vacancy
Job Description
IT Product Support Specialist.
Key areas to focus on: data collection storage processing (including transformation standardization matching deduplication) data integration and exchange data analysis and data reporting and visualization
The DMI initiative will allow the agency to build up foundational technology capabilities within the Division of Information Technology. This includes increasing capacity knowledge and experience with Azure cloud technologies within the broader NYC cloud and cybersecurity infrastructure and all within the context of public health.
Job Duties:
- Provide first-line and second-line technical support to end-users for IT products and applications.
- Diagnose troubleshoot and resolve technical hardware and software issues escalating complex problems to higher-tier support or relevant development teams when necessary.
- Guide users through step-by-step solutions clearly explaining technical concepts in an understandable manner.
- Document all support interactions troubleshooting steps and resolutions in the ticketing system to maintain a comprehensive knowledge base.
- Contribute to the creation and maintenance of support documentation FAQs and user guides to empower self-service.
- Identify recurring technical issues and trends providing feedback to product development and engineering teams for continuous improvement.
- Participate in testing new product features or updates to ensure readiness for user adoption.
- Maintain a high level of customer satisfaction through professional empathetic and efficient support.
- Adhere to IT support best practices service level agreements (SLAs) and security policies.
Qualifications and Requirements:
- Bachelors degree in Information Technology Computer Science or a related field; or equivalent practical experience.
- 2 years of experience in IT support technical support help desk or a similar customer-facing technical role.
- Strong proficiency in troubleshooting hardware (e.g. desktops laptops peripherals) and software (e.g. operating systems common business applications).
- Familiarity with network fundamentals.
- Experience with ticketing systems and remote support tools.
- Excellent verbal and written communication skills with the ability to explain technical information clearly to non-technical users.
- Strong problem-solving and analytical abilities.
- Customer-focused with a patient and empathetic approach.
- Ability to work independently and collaboratively in a team environment.
- Strong organizational skills and attention to detail.
Employment Type
Full-time
