> Markdown version of [/jobs/ext/1785297-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/1785297-service-desk-agent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Agent - **Company:** City of New York - **Location:** New York, NY, United States - **Salary:** $70,364.0 - $80,919.0 - **Contract:** Permanent contract - **Skills:** Queue Management Systems, Usage Tracking - **Published:** July 16, 2026 - **Apply:** https://www.juju.com/job/00000000gh7eyy ## About the Role 1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a data telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or 2. An associate degree from an accredited college including or supplemented by 12 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and two years of experience as described in "1" above; or 3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or 4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of the experience as described in "1" above. Special Note - Additional Requirements for Assignment Level IV To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: 1) As a Telecommunications Associate (Data)-Assignment Levels I, II, and III working for the City of New York; or 2) Performing analytical, planning, operational, technical, and/or administrative duties in a data telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity. ## Description The successful candidate will serve as a Service Desk Agent reporting to the Customer Service Division. Responsibilities include: - Answer and log calls and portal submissions 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; and - Perform special projects and initiatives as assigned. 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