Service Desk Technician

City of New York•New York City, NY

About The Position

The Service Desk Technician provides hands-on technical support for the Mayor’s Office of Criminal Justice’s desktop and laptop computers, mobile devices, audiovisual equipment, software applications, operating systems, and other end-user technologies. Under the direction of the Director of IT Infrastructure, the technician manages the day-to-day technology support queue, troubleshoots and resolves technical issues, prepares and maintains agency devices, supports endpoint security and software deployment, and maintains accurate technology asset records. The position works with MOCJ technology staff, the New York City Office of Technology and Innovation (OTI), vendors, consultants, and agency business units to provide reliable, secure, documented technology services within established service-level standards. It requires technical troubleshooting, customer service, documentation, communication, organizational, and problem-solving skills, as well as the ability to manage competing priorities and independently resolve or appropriately escalate issues.

Requirements

Meet one of the listed education and experience pathways: a baccalaureate degree from an accredited college or university; an associate degree from an accredited college or university plus two years of administrative, analytic, coordinative, supervisory, or liaison experience; a high school diploma or equivalent plus four years of such experience; or a satisfactory equivalent combination of education and/or experience.
Demonstrate technical troubleshooting, customer service, documentation, communication, organizational, and problem-solving skills.
Be able to manage competing priorities and independently resolve or appropriately escalate technical issues.

Responsibilities

Manage technology support queues; categorize, prioritize, assign, track, escalate, and resolve incidents and service requests within established service-level agreement requirements.
Prepare service desk performance reports and operational updates for the Director of IT Infrastructure and Chief Technology Officer.
Prepare, configure, activate, test, deploy, replace, and recover employee desktop computers, laptops, mobile devices, peripheral equipment, and related technology.
Assist staff with computer peripherals and software, and troubleshoot network connectivity, remote access, approved software, hardware, and operating-system issues.
Coordinate with vendor support contacts to troubleshoot and resolve issues involving computing equipment, audiovisual systems, software, warranties, repairs, and technical services.
Maintain standardized Microsoft Windows 11 system images, software packages, deployment task sequences, and approved applications in MOCJ’s software catalog using OTI’s enterprise Microsoft Endpoint Configuration Manager/SCCM environment.
Test and support deployment of operating-system updates, security patches, hotfixes, commercial software releases, endpoint security tools, and hardware upgrades.
Assist with endpoint vulnerability remediation, urgent security updates, zero-day response activities, and corrective actions under the Director of IT Infrastructure’s direction.
Maintain accurate MOCJ technology inventory and asset-management records.
Support procurement staff with identification, specification, pricing, purchase, receipt, inventory, and deployment of approved technology hardware, software, accessories, licenses, and support services.
Maintain documentation for internal controls, audit readiness, equipment accountability, software-license compliance, and technology purchasing decisions.
Develop, maintain, and update service desk procedures, troubleshooting guides, standard operating procedures, knowledge-based articles, equipment checklists, user instructions, and how-to documentation.
Support technology changes through established change-management, testing, approval, implementation, validation, and documentation processes.
Perform other duties as assigned.