NYC DOHMH Product Support Specialist (service Desk)

Product Support Specialist (Service Desk)

Opportunity Details Full Time NYC DOHMH

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide. For example, our technology:

• Facilitates access to nutritious food for children of mothers participating in the WIC program
• Supports first responders in reducing opioid overdoses within their communities
• Empowers colleges and universities to identify and thwart financial aid fraud
• Equips teachers with valuable insights to identify students requiring additional support
• Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

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. We're more than a technology company -- we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve. We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place. Voyatek is seeking applicants to occupy the position of Product Support Specialist within our teamNYC 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. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping others.

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.

2+ years of experience in IT support, technical support, help desk, or a similar customer-facing technical role.

Technical Skills:

• Strong proficiency in troubleshooting hardware (e.g., desktops, laptops, peripherals) and software (e.g., operating systems, common business applications).
• Familiarity with network fundamentals.
• Experience with ticketing systems and remote support tools.

Soft Skills:

• 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.

Compensation

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.

Benefits

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status.

• 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

We are committed to fostering a workplace that supports both your personal and professional aspirations. As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must successfully pass a pre-employment (post offer) background check. The background check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. Background check results will be evaluated in accordance with applicable law. For certain positions, additional client-specific background screenings may be required at the time of hire or in the future, in accordance with client requirements.

If you think you are a good fit for us, we encourage you to apply.