IT Service Management Specialist

The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging with people under court-mandated community supervision. Through innovative partnerships with people and organizations throughout the New York City, DOP provides opportunities for those on probation to access services and opportunities that positively impact their life trajectory. Following the best current data on “what works,” staff at DOP engage in meaningful relationships with those on probation to enhance community safety and decrease recidivism.

The Department of Probation (DOP) is seeking two skilled IT Service Management Specialists. Duties will include, but are not limited to, the following:

• Troubleshoot, diagnose, and resolve issues related to computer operations, ensuring minimal disruption to end user productivity.
• Provide comprehensive desktop and workstation support to users, including configuration, maintenance, and issue resolution.
• Perform routine network administration tasks, including user account creation, permissions management, and basic network troubleshooting.
• Conduct basic levels of server maintenance under established protocols and escalate complex issues as needed.
• Install, configure, and test hardware, software, and peripheral equipment in accordance with agency standards.
• Respond promptly to escalated service requests, ensuring timely resolution and clear communication with end users.
• Perform follow up on open and closed work orders to ensure customer satisfaction. Serve as a point of escalation when necessary to address concerns and prioritize workflow effectively.

Hours/shifts are dependent on the needs of the Department. Candidates may be required to work various shifts including evenings and weekends.

*Maximum salary is not guaranteed.

IT SERVICE MANAGEMENT SPECIALI - 95713

• A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
• Education and/or experience which is equivalent to "1" or "2" above.