About the job
Join the Office of Technology and Innovation (OTI) as a Service Desk Agent, where we utilize cutting-edge technology to enhance public safety and improve government services across New York City. Our mission is to provide affordable broadband, strengthen cybersecurity, and foster digital government services for millions of New Yorkers. Discover more about our impactful projects by watching our welcome video and following us on social media @NYCOfficeofTech. Visit our website at oti.nyc.gov for further insights.
As a Service Desk Agent, you will play a crucial role in our Customer Service Division, where your responsibilities will include:
- Answering and logging calls promptly and professionally, adhering to Standard Operating Procedures and Quality Assurance guidelines.
- Conducting thorough call screenings and maintaining accurate documentation using our ITSM ticketing tool.
- Providing initial support for a variety of hardware, software, network, and telephony issues.
- Escalating high-priority incidents to a Senior Service Desk Agent when necessary.
- Staying updated on the latest scripts and training provided at the Citywide Service Desk.
- Managing emails and tasks efficiently, in line with operational procedures.
- Engaging in special projects and initiatives as assigned.
HOURS/SHIFT
This role may require working various shifts, including weekends and evenings, to support our 24/7 operations.
TO APPLY
Please note that passing civil service exams is essential for employment with the City of New York. Check the Department of Citywide Administrative Services (DCAS) website for important exam filing information. Ensure you are either a permanent civil service employee or file for the examination during open periods. For more information, visit the DCAS website.

