Desktop Support Technician

About the role

The Desktop Support unit has a user base of approximately 2,000+ employees and consultants, and 10 locations throughout the 5 boroughs of New York City. Desktop support services are needed daily to aid in the monitoring, maintenance, and support of desktop services and systems throughout the agency, assigning resources to ensure smooth operations.

Responsibilities

• Construct, install, and test customized configurations based on various platforms and operating systems.
• Assess and implement performance upgrades to desktops and laptops, including installation of memory, CPU, and RAID controllers.
• Receive and respond to incoming alerts, calls, emails, pages, tickets and/or work orders regarding incidents and/or requests.
• Prepare applications for desktop performance monitoring and provide performance statistics with metrics reports.
• Collaborate with technology team members to troubleshoot, assess, and resolve security issues.
• Create and maintain a working log detailing all required system updates, as well as the date of completion, documentation related to software, processes, and service records.
• Aid management in creating training materials pertaining to computer troubleshooting and usage.
• Perform special ad hoc requests and related duties consistent with the scope and intent of the position.

Requirements

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

Qualifications

• (1) A baccalaureate degree from an accredited college, including or supplemented by twenty-four (24) semester credits in computer science or a related computer field and two (2) years of satisfactory full-time software experience in designing, programming, debugging, maintaining, implementing, and enhancing computer software applications, systems programming, systems analysis and design, data communication software, or database design and programming, including one year in a project leader capacity or as a major contributor on a complex project;
• (2) A four-year high school diploma or its educational equivalent and six (6) years of full-time satisfactory software experience as described in "1" above, including one year in a project leader capacity or as a major contributor on a complex project;
• (3) A satisfactory combination of education and experience that is equivalent to (1) or (2) above. College education may be substituted for up to two years of the required experience in (2) above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. A masters degree in computer science or a related computer field may be substituted for one year of the required experience in (1) or (2) above. However, all candidates must have a four year high school diploma or its educational equivalent, plus at least one (1) year of satisfactory full-time software experience in a project leader capacity or as a major contributor on a complex project.

Preferred Skills

• 5+ years of proven experience in a customer service focused IT position involving desktop support, desktop engineering and customer service.
• Excellent knowledge of Microsoft OS such as Windows 10, 11, browsers such as Edge, Firefox, Chrome, and plug-ins.
• Proficient in Microsoft 365 Office experience including One Drive, Teams, Visio, and Project.
• Knowledge of Active Directory Users and Computers.
• Excellent knowledge of desktop and laptop hardware components, peripheral devices including printers, and scanners, especially HP, Dell, and Lexmark.
• Hands-on hardware troubleshooting experience.
• Knowledge of remote access tools like RDP, Dameware and Team Viewer.
• Basic knowledge and ability to troubleshoot LAN and wireless networks.
• Knowledge of Apple OS X and hardware preferred.
• Knowledge of ServiceNow preferred.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting moderate to moderately heavy objects, such as computers and peripherals devices.
• Proven experience using Teams and other tools to provide remote support is a strong plus.
• Ability to work independently as well as a team member is a strong plus.

Additional Information

• This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
• The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.