The New York City Criminal Justice Agency (CJA) is a non-profit pretrial service and research organization, operating under a contract with the City of New York. CJA provides pretrial services to about 250,000 persons arrested annually in New York City. Information collected about these arrestees and subsequent case processing is maintained in the agency’s internal and externally shared database systems, which are used to conduct descriptive and evaluation research on arrestee characteristics, case processing and court outcomes, and on issues in criminal justice policy in New York City. CJA’s programs operate in the criminal courts and detention facilities within the 5 boroughs of NYC, employing over 230 employees, citywide.
As a member of the Help Desk Support team, you are the first point of contact with the IT Department for the majority of the business and as such, you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently
This position fields all Help Desk calls and service tickets from users and creates the initial record of the request; resolves all level one end-user problems over the phone and in person. Passes all Level Two requests on to a Network administrator; and contacts third-party vendors for warranty service repair.
Tracks and responds to request from end users for software and hardware support. Adheres to protocols for timely response to end users; to reduce and prevent unnecessary system down time and operational disruption.
This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
SALARY: Commensurate with experience
LOCATION: Lower Manhattan
HOURS: To be determined
BENEFITS: CJA offers a very generous benefit plan including health, dental and vision insurance, 4 weeks' vacation, paid holidays and a retirement plan with employer matching contributions
DECISION MAKING / LATITUDE
This person should be able to use their skill and discretion to make sound decisions and or take responsibility for his/her own actions.
This position requires minimum travel