IT Help Desk Technician - End-User Support

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 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.