NYC DOHMH Product Support Specialist (service Desk)

Product Support Specialist (Service Desk)

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide. With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy.

Voyatek is seeking applicants to occupy the position of Product Support Specialist within our team for the NYC Department of Health and Mental Hygiene located in New York, NY. This is a 12+ months contract position.

Key Responsibilities:

The IT Product Support Specialist is responsible for providing technical assistance and support to users for eVital and other applications supporting the Center for Population Health Data Science. This role involves diagnosing and resolving technical issues, guiding users through solutions, and collaborating with development and product teams to enhance user experience and product functionality.

Job Duties:

• Provide first-line and second-line technical support to end-users for IT products and applications.
• Diagnose, troubleshoot, and resolve technical hardware and software issues, escalating complex problems to higher-tier support or relevant development teams when necessary.
• Guide users through step-by-step solutions, clearly explaining technical concepts in an understandable manner.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system to maintain a comprehensive knowledge base.
• Contribute to the creation and maintenance of support documentation, FAQs, and user guides to empower self-service.
• Identify recurring technical issues and trends, providing feedback to product development and engineering teams for continuous improvement.
• Participate in testing new product features or updates to ensure readiness for user adoption.
• Maintain a high level of customer satisfaction through professional, empathetic, and efficient support.
• Adhere to IT support best practices, service level agreements (SLAs), and security policies.

Qualifications:

Bachelor's degree in information technology, computer science, or a related field; or equivalent practical experience. Proficient in writing SQL queries using Microsoft SQL Server. 2+ years of experience in IT support, technical support, help desk, or a similar customer-facing technical role. Strong proficiency in troubleshooting hardware and software. Familiarity with network fundamentals. Experience with ticketing systems and remote support tools. Excellent verbal and written communication skills, with the ability to explain technical information clearly to non-technical users. Strong problem-solving and analytical abilities. Customer-focused with a patient and empathetic approach. Ability to work independently and collaboratively in a team environment. Strong organizational skills and attention to detail.

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the hourly range is $50.00 - $55.00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Flexible Work Schedules Health, Dental, and Vision Insurance Medical, Limited, & Dependent Flexible Spending Accounts (FSA) Health Savings Account (HSA) with Employer Contributions Company-Paid and Voluntary Life Insurance Long and Short-Term Disability Insurance Accident, Critical Illness, & Hospital Indemnity Insurance 401(k) Retirement Plan with Company Match and Immediate Vesting Wellhub Fitness and Wellness Platform Pet Insurance Training Opportunities Employee Referral Bonus Program