IT Help Desk Specialist (Night)

New York County District Attorney's Office in; New York (NY); On-site; USD 51,000 - 69,000; Full time

Job summary

Join a dynamic team as an IT Help Desk Specialist at a prominent public office, where you'll provide essential technical support to staff. This role involves troubleshooting diverse IT issues, maintaining high service standards, and ensuring smooth operations during off hours. Ideal candidates will possess strong technical skills, a commitment to user satisfaction, and the ability to work in a fast-paced environment. This is a great opportunity to contribute to the public sector while developing your career in IT support, all within a collaborative and inclusive workplace.

Qualifications

• 1-3 years of experience in supporting users required.
• Strong background in troubleshooting PC and Mac hardware/software.

Responsibilities

• Provide technical support for all levels of staff.
• Triage and escalate IT issues as needed.
• Maintain call center tracking system accurately.

Skills

Technical Support

Troubleshooting

Microsoft Products

Interpersonal Skills

Organizational Skills

Attention to Detail

Multi-tasking

Education

High School Diploma or Equivalent

Technical Training

Tools

iManage

Windows 10

Windows 11

Office 365

Job description

New York County District Attorney's Office

IT Help Desk Specialist (Night) (Finance)

IT Help Desk Specialist (Night) (Finance)

Job Description

Division/Unit: Information Technology Department

Civil Service Title: Community Associate

Position Title: IT Help Desk Specialist

Salary Range: $51,712 - $68,927

Job Description:
The New York County District Attorney's Office (DANY) has an immediate opening for an IT Help Desk Specialists in its IT Department. In this position, the Specialists are responsible for providing prompt and efficient technical support with varying degrees of complexity for all levels of DANY staff.

Responsibilities include but are not limited to:

• Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.
• Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.
• Act as resource to technicians and first line support telephone operators.
• Represent IT and be point person for any technical issues during off hours.
• Assist users with preliminary identification of computer and application related issues.
• Perform in a high-volume IT Help Desk call center, with a high degree of professionalism.
• Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
• Keep stakeholders informed about ongoing issues and resolutions.
• Follow the client support guidelines as outlined by supervisor.
• Maintain support documentation as needed.
• Move computer equipment.
• Install, configure, and troubleshoot computer hardware and software.
• Accurately maintains Unit's call center tracking system ensuring that calls are entered accurately and in a timely fashion.
• Troubleshoot both PC and Mac hardware and software.
• Perform other related duties and tasks as assigned.

In addition to the Minimum Qualification Requirements, candidates must possess the following:

• Minimum one (1) - three (3) years of relevant experience in supporting users.

Preferred Requirements/Skills:

• Additional technical training a plus.
• Knowledge of iManage.
• Strong technical background in computer hardware and software, and troubleshooting required.
• Ability to learn and understand internally developed applications quickly.
• Ability to work independently during off hours.
• Knowledge of both PC and Mac hardware and software.
• Proficient in Microsoft products (including Windows 10,11 and Office 0365), with the ability to quickly learn and incorporate new releases and updates.
• Excellent interpersonal, organizational, and communication skills required.
• Ability to assist users with application related questions and issues.
• Ability to follow directions and apply proper policies, procedures, and guidelines.
• Strong attention to detail and high concern for data accuracy.
• Dependable team player who works collaboratively and cooperatively with staff in a team-oriented environment.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to interact with all levels of staff and vendors.

Hours/Shift:

• Wednesday to Saturday, from 1:15 PM - 11:00 PM.

How to Apply:

• Apply with a Cover Letter and Resume.

Additional Information:

• Current office employees: To be eligible for a transfer or promotion, staff must have already served at least 1 year in their current position and be in good standing. In addition, must meet the minimum qualifications of the position.
• For internal candidates, we are looking for candidates that can make a one (1) year commitment to the hiring unit.
• Authorization to work in the United States is required for this position.

Minimum 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.

A temporary 5-day schedule will be required for onboarding and training requirements (Monday to Friday) 9 am to 5 pm.

Public Svc 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:

• City Residency is not required 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.About Us

The New York County District Attorney's Office serves and protects the People of New York through the fair administration of justice, without fear or favor. The Office's Professional Staff perform a variety of key functions, including supporting the Trial Division, Investigation Division, Special Victims Division, Pathways to Public Safety Division, and Appeals Division, which handles all the Office's matters in state and federal appellate courts.

Professional Staff members perform a variety of key functions for the Office, including supporting the five Divisions, as well as other prosecution support and office functions. Our Professional Staff receive a competitive salary and a generous benefits package, as well as unparalleled opportunities for professional development.

The New York County District Attorney's Office is an Equal Opportunity Employer, committed to recruiting and retaining a diverse and culturally responsive workforce. Given the diverse nature of our community, the ability to work with people of different backgrounds is critical. The Office seeks to have a staff that reflects the diversity of the community that we serve. To that end, all applicants will be considered without regard to actual or perceived race, color, national origin, religion, sexual orientation, marital or parental status, disability, sex, gender identity or expression, age, prior record of arrest; or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.About the Team

The Professional Staff Recruitment Team at DANY supports the Office's initiatives to have a staff that reflects the diversity of the community that we serve. We seek employees that are interested in a career in the public sector and will support the Office's initiative of delivering One Standard of Justice for All.

For questions or inquiries, please contact [e-mail].