Help Desk Technician

City of New York; New York (NY); On-site; USD 55,000 - 67,000; Full time

Job summary

The City of New York invites applications for a Help Desk Technician to join the Information Technology team. The role is a crucial single point of contact to support end users and manage hardware, software, and networking needs across the organization.

Under supervision, the technician will log requests, diagnose hardware and software issues, configure and maintain devices, and coordinate with vendors for repairs.

Qualifications

• 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.

Responsibilities

• Accept support calls and accurately log them in the Help Desk application.
• Troubleshoot and resolve end-user hardware, operating system, and software related problems.
• Install, configure, test, monitor, maintain and troubleshoot end-user issues related to hardware and software.
• Perform onsite or remote diagnosis and resolution of complex desktop problems and implement corrective measures as deemed necessary.
• Administer and resolve issues with end-user workstation networking software products.
• Ensure physical desktop connections are in proper working order.
• Troubleshoot and resolve issues with basic network and server access problems (connectivity), WAN, firewall, and VPN systems with System Administrative guidance.
• Perform moves, additions, and changes (MAC) requests as directed.
• Maintain printing equipment and resolve print related failures (hardware and software).
• Interface with vendors for repair processes or software issues.
• Handle all requests for laptops and mobile devices; assist with mobile computing.
• Make sure software (O/S, updates, security, and office productivity) is current and up to specs.
• Provide Court Room Technology support and assist with installation and setup of Court Technology products.
• Troubleshoot and resolve issues with voice communications systems and voice mail.

Skills

Troubleshooting

Communication skills

Organizational skills

Teamwork

Education

High school diploma or equivalent

Job description

The Kings County District Attorney’s Office (KCDA) is one of the largest prosecutors’ offices in the country and is committed to developing and implementing innovative prosecutorial strategies that will fulfill our vision of keeping Brooklyn safe while at the same time ensuring fairness and justice for all. KCDA has an exciting opportunity to work as a Help Desk Technician to complement our existing Information Technology team.

The Information Technology Support Technician/Specialist provides a single point of contact for end users to receive instruction and support assistance from the organization’s technology/computing environment. This includes installing, diagnosing, repairing, moving, maintaining, and upgrading computer hardware and related equipment, removing and/or replacing units as required, and administering software to ensure optimal performance with minimal downtime. The individual will also troubleshoot problem areas (in person, by telephone, via e-mail, or remote connectivity) in a timely, efficient, effective, professional and accurate manner, and provide end-user assistance when and where required following the accepted best practices.

Under general supervision, with some latitude for independent initiative and judgment, the prospective candidate will be responsible for the following:

• Accept support calls and accurately log them in the Help Desk application.
• Troubleshoot and resolve end-user hardware, operating system, and software related problems.
• Install, configure, test, monitor, maintain and troubleshoot end-user issues related to hardware and software.
• Perform onsite or remote diagnosis and resolution of complex desktop problems and recommend and implement corrective measures for repairs as deemed necessary.
• Administer and resolve issues with associated end-user workstation networking software products.
• Ensure physical desktop connections (i.e. RJ-45 Ethernet jacks, switches, connectors between PCs and servers, etc.) are in proper working order.
• Troubleshoot and resolve issues with basic network and server access problems (connectivity), WAN, firewall, and VPN systems with System Administrative guidance.
• Perform moves, additions, and changes (MAC) requests as directed.
• Determine the need for and implement performance upgrades to computers, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, DVD/CD-ROMs, and any other component as necessary.
• Conduct print/printer maintenance.
• Troubleshoot and resolve print related failures (hardware and software related). Maintain Printing equipment..
• Interface with vendors as/when necessary for the repair process or any equipment or software related issues.
• Handle all requests for laptops and mobile devices. Assist with mobile computing.
• Make sure software (O/S systems, updates, security and office productivity software) are current and up to specifications.
• Set up and install software and office standards on all laptops.
• Provide Court Room Technology support.
• Assist with the installation and setup of Court Technology products (hardware and software).
• Troubleshoot and resolve issues with voice communications systems (i.e., telephones) and voice mail systems.
• Perform network resource administration work.
• Perform general administrative and office duties.
• Prepare reports, distribute departmental and inter-office correspondence, file, and provide general assistance to I.T. department personnel as directed by the Department Manager and/or other Management or Executive staff.
• Perform other related duties as necessary.

Preferred Skills

• Sitting and/or standing for extended periods of time; lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.
• Excellent organizational, time-management, and multi-tasking skills, including the ability to take initiative, prioritize duties, and work both independently and within a team environment is a plus.
• Excellent interpersonal, verbal, and written communication skills; strong attention to detail is essential.

Candidates Must Meet The Additional Requirements

• May have to work overtime, respond to emergencies in the event of system failures, or those caused by environmental factors.
• Must have and maintain a valid NYS Driver License (may have to report to remote sites).
• On-call availability as needed/required. Schedules may include a number of days per month, after-hours, and weekend support.

Employees of the City of New York may be eligible for federal loan forgiveness programs and state repayment assistance programs. The federal government provides student loan forgiveness through its Public Service Loan Forgiveness Program (PSLF) to all qualifying public service employees.

Please visit the Public Service Loan Forgiveness Program site to view the eligibility requirements: https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

• 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.

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.

, $61,174.00 – $61,174.00