Senior Desktop Technician

Candidates must be permanent in the Certified IT Administrator (LAN/WAN) civil service title, reachable on the Certified IT Administrator (LAN/WAN) exam no. 1111, or permanent in a comparable civil service title eligible for a 6.1.9 title change. Include your Employee Identification Number (EIN) when applying and indicate your permanent civil service title or exam list number in your cover letter.

About the role

The NYC Department of Finance (DOF) administers the city’s tax revenue laws fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. The Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF’s computer systems, including hardware, software, applications, infrastructure, telephone, and data security. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT also manages systems and websites for citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff’s public safety work.

FIT is seeking a highly experienced Senior Desktop Technician to support approximately 2,000+ employees and consultants across 10 locations in the five boroughs of New York City. This role ensures smooth daily operations by providing desktop support services, monitoring, and maintenance of desktop systems.

Responsibilities

• Provide desktop user support to DOF Executives, with a special focus on the Commissioner's Office, including installation and configuration of software applications and operating systems (OS).
• Set up audio/video conferences and provide on-site support for key stakeholder conferences and events.
• Contribute to the management and development of Workspace One (WSO), including creating, maintaining, and pushing packages, managing users, and ensuring WSO compliance as per the City's policy.
• Optimize the standard DOF user profile to improve workstation performance and reliability, simplifying support.
• Serve as a technical communication and coordination lead with vendors and other groups on large moves and deployment projects.
• 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, including completion dates, documentation related to software, processes, and service records.
• Assist 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

Professional/vendor certification(s) in local area network administration required for the position. In addition, candidates must meet one of the following:

• A baccalaureate degree from an accredited college and two years of full-time (non-classroom) experience in LAN/WAN planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management; or
• A four-year high school diploma or equivalent and six years of full-time (non-classroom) information technology experience, of which at least two years must be in LAN/WAN roles as described above; or
• A satisfactory equivalent combination of education and/or experience. Education may substitute for experience at a rate of 30 undergraduate semester credits for six months of experience. A master’s degree in computer science or a related field may substitute for one year of experience, but all candidates must have at least one year of full-time LAN/WAN experience as described above.

Incumbents may be required to update or obtain additional professional industry-standard certifications for current and future technical environments.

Preferred Skills

• 7+ years of proven experience in a customer service-focused IT position involving desktop support, desktop engineering, and customer service.
• Excellent knowledge of Microsoft OS (Windows 10, 11), browsers (Edge, Firefox, Chrome), and plug-ins.
• Proficiency in Microsoft 365 Office, including OneDrive, Teams, Visio, and Project.
• Knowledge of Active Directory Users and Computers.
• Excellent knowledge of desktop and laptop hardware components, peripheral devices (printers, scanners), especially HP, Dell, and Lexmark.
• Hands-on hardware troubleshooting experience.
• Knowledge of remote access tools like RDP, Dameware, and TeamViewer.
• 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 to operate a computer keyboard, mouse, power tools, and other computer components.
• Ability to lift and transport moderate to moderately heavy objects, such as computers and peripheral devices.
• Proven experience using Teams and other tools to provide remote support is a strong plus.
• Ability to work independently as well as part of a team.

Additional Information

• All persons hired will be required to verify identity and eligibility to work in the United States.
• This position may be eligible for remote work up to 2 days per week under the Remote Work Pilot Program.
• This position may require travel and work at various locations depending on project needs.
• This position is also open to qualified persons with a disability eligible for the 55-a Program. Indicate interest at the top of your resume and cover letter.
• Prospective employees may be eligible for federal loan forgiveness programs and state repayment assistance programs (U.S. Department of Education).
• New York City residency is not required for this position.

Pay

$95,233.00 – $118,000.00