Senior Helpdesk Technician

City of New York•New York City, NY

4d•Onsite

About The Position

DCAS's mission is to make city government work for all New Yorkers. From managing New York City's most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies. What we do ensures that all agencies can deliver on their mission. Our reach touches every facet of City government and is instrumental to the successful day-to-day operations of the City of New York. Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including: - Recruiting, hiring, and training City employees. - Managing 55 public buildings. - Acquiring, selling, and leasing City property. - Purchasing over $1 billion in goods and services for City agencies. - Overseeing the greenest municipal vehicle fleet in the country. - Leading the City's efforts to reduce carbon emissions from government operations. When you work at DCAS, you're not just working for one agency, but in service to all of them. It's an opportunity to provide meaningful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website at NYC.GOV/DCAS to learn more about the work we do. DCAS Information Technology works in conjunction with the NYC Office of Technology and Innovation (OTI) on the daily management and support of the DCAS computer network. DCAS IT team members are responsible for the agencies software and hardware needs, the development and maintenance of applications, maintenance of the DCAS internet and intranet (DCASConnect) sites, the DCAS Help Desk, telecommunications services and equipment for DCAS employees, and the Cyber Security program to thwart any attempts at unauthorized access to the network.

Requirements

A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi-tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above; or
A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above

Responsibilities

Provide 1st and 2nd level user support for agency users for hardware, systems, and software applications questions.
Log and track calls using Remedy ticketing system and maintain history records and related problem documentation.
Identify problems, investigate causes, recommend and implement solutions to correct common system and user issues.
Escalate complex problems to higher level of expertise within organization.
Communicate with other IT staff as needed to ensure problem resolution and tracking.
Prepare and install computers on the network, perform software installations, log and update trouble tickets and resolve highly complex desktop software issues.
Make routine visits to the various remote sites to prevent potential problems and to address others before they escalate.
Deploy computers to remote sites, when necessary, this includes transporting equipment physically or arranging for transportation if not within walking distance.
Complete Inventory Form and acquire employee signature on form upon deployment.
Inventory form to be attached to Remedy ticket immediately upon completion and Remedy ticket to be closed immediately upon successful completion.
Act in the capacity of printer administrator. Replace all toner for all agency printers. The technician will respond to all level 1 incidents (Paper Jams, fuser replacements, Waste kit replacements, etc.)
Assist IT Director with other assignments when necessary
Ghosting of computers to be done when needed
Assist with unpacking of computers and monitors when we receive large shipments.