Service Desk Technician

City of New York•New York, NY

3h•$68,213 - $80,000

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 support queue, resolves technical issues, prepares and maintains agency devices, supports endpoint security and software deployments, and maintains accurate technology asset records. The role 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, well-documented technology services within established service-level standards. It calls for strong troubleshooting, customer service, documentation, communication, organization, and problem-solving skills, plus the ability to manage competing priorities and resolve or appropriately escalate issues independently.

Requirements

Strong technical troubleshooting, customer service, documentation, communication, organizational, and problem-solving skills.
Ability to manage competing priorities and independently resolve or appropriately escalate technical issues.
Meet one of the listed education and experience pathways: a baccalaureate degree; an associate degree 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 experience.

Responsibilities

Manage technology support queues, categorizing, prioritizing, assigning, tracking, escalating, and resolving incidents and service requests in line with 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 computers, mobile devices, peripherals, and related technology assigned to authorized employees.
Assist staff with computer peripherals and software configurations and ongoing usability; troubleshoot network connectivity, remote access, approved software, hardware, and operating-system issues.
Coordinate with vendor support contacts to troubleshoot and resolve issues involving desktop 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 direction of the Director of IT Infrastructure.
Maintain accurate technology inventory and asset-management records.
Support procurement staff with identifying, specifying, pricing, purchasing, receiving, inventorying, and deploying 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-base 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.