Senior Help Desk Technician

City of New York•New York, NY

8h•$70,000 - $80,000•Onsite

About The Position

The Kings County District Attorney’s Office (KCDA) is seeking a Senior Help Desk Technician for its Information Technology Bureau. The role provides a single point of contact for end users seeking instruction and support for the organization’s technology and computing environment. Work includes installing, diagnosing, repairing, moving, maintaining, and upgrading computer hardware and related equipment, replacing units as needed, and administering software to support optimal performance and minimize downtime. The technician troubleshoots issues in person, by telephone, email, or remote connectivity, and provides timely, efficient, professional, and accurate end-user assistance according to accepted best practices. Under general supervision, with some latitude for independent initiative and judgment, the Senior Help Desk Technician supervises help desk technicians, supports users across the agency, and assists with IT operations and projects. The position is onsite and may require on-call availability, after-hours work, and weekend support. It also involves extended periods of sitting or standing and lifting or transporting computer equipment and peripherals. A valid New York State driver’s license must be maintained, as reporting to remote sites may be required.

Requirements

Four years of experience in technical desktop support (listed as a preferred skill).
Must have and maintain a valid New York State driver’s license; may need to report to remote sites.
Excellent organizational, time-management, and multitasking skills, including initiative, prioritization, and the ability to work independently and as part of a team (listed as preferred).
Excellent interpersonal, verbal, and written communication skills, with strong attention to detail (listed as preferred).

Nice To Haves

Four years of experience in technical desktop support.
Excellent organizational, time-management, and multitasking skills, including initiative, prioritization, and the ability to work independently and as part of a team.
Excellent interpersonal, verbal, and written communication skills, with strong attention to detail.

Responsibilities

Supervise Help Desk technicians, assist colleagues with particularly difficult problems, and train new hires.
Work with IT managers and supervisors to plan special projects, including hardware and application rollouts.
Help implement policies related to security and other IT operations.
Participate in technical research and development to support continuing infrastructure innovation.
Provide first-tier Help Desk support to agency users and handle user onboarding and offboarding, including associated 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 messages, and other information relay services, and liaise with third parties for support.
Perform regular security monitoring to identify possible intrusions.
Maintain data center environmental and monitoring equipment.
Prepare reports and distribute departmental and inter-office correspondence; file and provide general assistance to IT department personnel as directed by the Department Manager, management, or executive staff.
Order and maintain adequate levels of office supplies.
Install, diagnose, repair, move, maintain, and upgrade computer hardware and related equipment, replacing units as needed.
Administer software and troubleshoot user problems in person, by telephone, email, or remote connectivity.