Service Desk Technician

City of New York•New York, NY

12d•$68,213 - $80,000

About The Position

Under the direction of the Director of IT Infrastructure, the Service Desk Technician will provide hands-on technical support for MOCJ’s desktop and laptop computers, mobile devices, audiovisual equipment, software applications, operating systems, and related end-user technologies. The Service Desk Technician will manage the day-to-day technology support queue, troubleshoot and resolve technical issues, prepare and maintain agency devices, support endpoint security and software deployment activities, and maintain accurate technology asset records. The position will work closely with MOCJ technology staff, the New York City Office of Technology and Innovation (OTI), vendors, consultants, and agency business units to ensure that technology services are reliable, secure, documented, and delivered within established service-level standards. The position requires strong 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 technical issues.

Requirements

Baccalaureate degree from an accredited college or university
Associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities
Four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above
Satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above

Responsibilities

Manage the agency’s technology support queues, ensuring that incidents and service requests are properly categorized, prioritized, assigned, tracked, escalated, and resolved within established service-level agreement requirements.
Prepare regular 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 desktop computers, laptops, mobile devices, peripheral equipment, and related technology assigned to authorized employees.
Assist staff with configurations and the ongoing usability of desktop computer peripheral equipment and software within established standards and guidelines, including troubleshooting issues with network connectivity, remote access, MOCJ approved software, hardware, and operating systems.
Work with vendor support contacts to troubleshoot and resolve issues involving desktop 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 within MOCJ’s software catalog using the OTI enterprise Microsoft Endpoint Configuration Manager/SCCM environment.
Test and support the 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 direction of the Director of IT Infrastructure.
Maintain the integrity and accuracy of MOCJ’s technology inventory and asset-management systems.
Support procurement staff with the identification, specification, pricing, purchase, receipt, inventory, and deployment of approved technology hardware, software, accessories, licenses, and support services.
Maintain documentation supporting 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.
Other duties as assigned.