Service Desk Agent

THE TELECOMMUNICATIONS ASSOCIATE (VOICE) EXAM IN NOW OPEN FOR FILING - DEADLINE IS MARCH 24, 2026

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as a Service Desk Agent reporting to the Customer Service Division.
Responsibilities include:
- Answer and log calls in a timely, courteous and professional manner in accordance with Standard Operating Procedures and Quality Assurance guidelines;
- Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within ITSM ticketing tool;
- Provide initial telephone and queue management support on various hardware, software, network, and telephony issues;
- High Priority or Outage Escalation - escalate to a Senior Service Desk Agent when an escalation is requested or a Major Incident is suspected;
- Keep up to date on latest scripts, software usage, and required training provided at the Citywide Service Desk;
- Ensure all emails/tasks are handled in a timely manner and in accordance to Standard Operating Procedures and Quality assurance guidelines;
- Perform special projects and initiatives assigned.


HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Brooklyn, NY

TO APPLY
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

*Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration.

Please go to www.cityjobs.nyc.gov and search for Job ID #768417

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

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

OTI participates in E-Verify

TELECOMMUNICATIONS ASSOCIATE ( - 20247