Help Desk Technician

City of New York; New York (NY); On-site; USD 57,000 - 62,000; Full time

Job summary

An established government agency is seeking a Help Desk Technician to provide essential IT support to its staff. This role involves troubleshooting application and connectivity issues, managing IT assets, and ensuring high-quality customer service. The ideal candidate will have a strong background in service desk operations, experience with various IT tools, and a commitment to helping others. Join a dedicated team that plays a crucial role in promoting public safety and community well-being. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• Experience in community work related to IT support.
• Knowledge of service desk operations and customer service skills.

Responsibilities

• Provide technical support for application and connectivity issues.
• Manage IT asset inventory and support hardware/software.

Skills

Service Desk Functions

A+ Certification

Microsoft Azure

Active Directory

Windows 11

Microsoft SQL 2022

Windows Server 2019

MS Office 2010/2013/2016

Android and iOS Devices

Networking Concepts

Education

High School Diploma

3 Years of Experience

Tools

KACE Helpdesk

VEEAM

VMware 8.x

Job description

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RICHMOND COUNTY DISTRICT ATTORNEY

The men and women of the Richmond County District Attorney’s office work each day in partnership with Law Enforcement and the people of Staten Island to pursue justice for victims of crime, to prevent crime in all its forms, and to promote the safety and well-being of all citizens of our Borough.

THE ROLE

Responsibilities

The Help Desk Technician will report directly to the Director of IT in the Administration Unit. The responsibilities of the position include, but are not limited to the following:

• Triage and support all application and connectivity issues.
• Provide telephone, email, and in-person technical support to RCDA staff.
• Maintain and support computer hardware, software, mobile devices and telephone issues.
• Create and manage assigned tickets using the KACE help desk system or similar system.
• Provision Microsoft Active Directory account access for new employees and provide support.
• Manage the RCDA IT asset management process and inventory.
• Develop and maintain relationships and work closely with the various RCDA teams.
• Travel to various RCDA locations to provide onsite support.
• Ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups.
• Make determination for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Perform special projects and initiatives as assigned.
• Perform new and replacement desktop deployments.
• Perform backup/recovery of data using VEEAM.
• Research basic IT items such as hardware, software, software licenses, compatibility, procurement, etc. (e.g., identifying specs/pricing for tablets, workstations, comparing pros/cons of various hardware/software products, providing options and recommendations around proposals, etc.).
• Other duties and responsibilities as required.
  
  

Preferred Skills

• Thorough knowledge of service desk functions and operations.
• A+ Certification and basic Microsoft Azure.
• Some knowledge of Active Directory, DNS, DHCP, TCP/IP and LAN/WAN.
• In-depth understanding with strong knowledge of: Windows 11, plus a basic understanding of Microsoft SQL 2022, Windows Server 2019, MS Office 2010/2013/2016.
• Knowledge of Android and IOS devices.
• Basic knowledge of VMware 8.x
• Basic trouble shooting of Hewlett Packard printers and network printing.
• Familiarity with networking concepts and network infrastructure.
• Knowledge of KACE Helpdesk and WASP MobileAsset Management or similar help desk and asset management tools.
• Strong written and verbal communication.
• Strong customer service experience and skills; courteous telephone manner.
• Ability to lift 50 pounds.
• Ability to use a hand truck to move heavy boxes up to a weight of 75 pounds.
• Valid NYS Driver license.
  
  

CIVIL SERVICE TITLE: Community Associate

SALARY RANGE: $57,000 - $62,000 Commensurate with experience; full NYC benefits package

APPLICATION DEADLINE: Until filled.

TO APPLY: ALL APPLICATIONS MUST BE SUBMITTED THROUGH THE NYC JOBS WEBSITE

City Employees – Click here and log in to ESS.

Non-City Employees – Go to https://a127-jobs.nyc.gov/

• Search for job ID number: 712972
• Click on the job business title: Help Desk Technician
• Click on “Apply Now” at the bottom of the posting
  
  

Please be advised only candidates under consideration will be contacted.

The candidate selected for this position must be a resident of the City of New York or become a resident within 90 days of appointment.

Authorization to work in the United States is required for this position.

Sponsorship is not available for this position.

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.

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

Qualification Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Education and/or experience which is equivalent to "1" above.
  
  

Preferred Skills

• Thorough knowledge of service desk functions and operations. - A+ Certification and basic Microsoft Azure. - Some knowledge of Active Directory, DNS, DHCP, TCP/IP and LAN/WAN. - In-depth understanding with strong knowledge of: Windows 11, plus a basic understanding of Microsoft SQL 2022, Windows Server 2019, MS Office 2010/2013/2016. - Knowledge of Android and IOS devices. - Basic knowledge of VMware 8.x - Basic trouble shooting of Hewlett Packard printers and network printing. - Familiarity with networking concepts and network infrastructure. - Knowledge of KACE Helpdesk and WASP MobileAsset Management or similar help desk and asset management tools. - Strong written and verbal communication. - Strong customer service experience and skills courteous telephone manner. - Ability to lift 50 pounds. - Ability to use a hand truck to move heavy boxes up to a weight of 75 pounds. - Valid NYS Driver license.
  
  

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

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.

, $57,000.00 – $62,000.00

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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