IT Product Support Specialist Job at Seneca Resources in New York

Overview

This range is provided by Seneca Resources. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$45.50/hr - $54.50/hr

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Recruiter at Seneca Resources (legacy QED National)

Position Title: IT Product Support Specialist

Location: Long Island City, NY

Clearance Requirements: None

Position Status: Contract

Position Description:

This Government Client in Long Island City has a need for an IT Product Support Specialist. This is a 100% in office role in Long Island City (no remote), 35 hrs/week. This resource 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.

The agency is embarking on a data modernization initiative to accelerate its data strategy. During the COVID-19 pandemic, data was the life blood of the agency’s response to making informed data-driven decisions and policies that directly impacts the lives of New Yorkers. These included operational data in our vaccination campaign at the Vaccine Hubs, distribution strategy throughout the city’s vaccine infrastructure, as well as health equity data breaking down lab tests, positive cases, hospitalizations, deaths, and vaccination rates by age, place, and race. The agency is embarking on a data modernization initiative to move from siloed and brittle public health data systems to connected, resilient, adaptable, and sustainable systems. This initiative is not just about technology, but also about putting the right people, processes, and policies in place.

The agency's modernization strategy focuses on key areas in data collection, storage, processing (including transformation, standardization, matching, deduplication), data integration and exchange, data analysis and data reporting and visualization

The DMI initiative will allow the agency to build up foundational technology capabilities within the Division of Information Technology. This includes increasing capacity, knowledge, and experience with Azure cloud technologies within the broader NYC cloud and cybersecurity infrastructure and all within the context of public health.

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.

Required Skills/Education:

• 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.
• 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.
• 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.

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.