Senior Help Desk Technician

City of New York•New York City, NY

3d•Onsite

About The Position

The Kings County District Attorney’s Office (KCDA) is seeking a Senior Help Desk Technician for its Information Technology Bureau. This role serves as a primary point of contact for end-users needing assistance with the organization's technology environment. Responsibilities include installing, diagnosing, repairing, moving, maintaining, and upgrading computer hardware and related equipment, as well as administering software to ensure optimal performance. The technician will troubleshoot issues via various communication channels, provide end-user support, and follow best practices. This position operates under general supervision with latitude for independent judgment.

Requirements

Four-year high school diploma/educational equivalent and four years of experience in technical desktop support.
Must have and maintain a valid NYS Driver’s License (may have to report to remote sites).

Nice To Haves

Excellent organizational, time-management, and multi-tasking skills, including the ability to take initiative, prioritize duties, and work both independently and within a team environment.
Excellent interpersonal, verbal, and written communication skills; strong attention to detail.
Bachelor’s degree from an accredited college/university and two years of experience in technical desktop support.
Associate degree or 60-semester credits from an accredited college/university and one year of experience in technical desktop support.

Responsibilities

Supervise Help Desk technicians to ensure proper job performance, assist colleagues with difficult problems, and train new hires.
Collaborate with IT managers and supervisors on plans for special projects, such as hardware and application rollouts.
Assist in implementing IT security and operations policies.
Participate in technical research and development to drive innovation within the infrastructure.
Serve as First Tier Help Desk support for users across the agency, including onboarding and offboarding processes for all software and hardware.
Provide status updates to the IT Support Director.
Participate in meetings with the Director, Management, System Administrators, and peers.
Respond to incoming calls, emails, SMS, or other communication channels and liaise with third parties for support.
Perform regular security monitoring to detect intrusions and maintain data center environmental and monitoring equipment.
Prepare reports, distribute correspondence, file documents, and provide general assistance to IT department personnel as directed by management.
Order and maintain adequate levels of office supplies.