IT Service Desk Technician – End-User Support & Asset Mgmt

City of New York; New York (NY); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

The City of New York is seeking a Service Desk Technician to provide hands-on support for desktops, laptops, mobile devices, software, OS, and end-user technologies. You will manage the service queue, resolve incidents, and maintain asset records while coordinating with the IT staff, vendors, and city agencies to ensure reliable services.

The role requires strong troubleshooting, customer service, documentation, and communication skills, with the ability to prioritize tasks and escalate as

Qualifikationen

• Bachelor's degree from an accredited college or university.
• Associate degree plus two years of administrative, analytic, coordinative, supervisory or liaison responsibilities?
• Four-year high school diploma or equivalent with four years of relevant experience?
• A satisfactory combination of education and/or experience equivalent to the above?

Aufgaben

• Manage the agency’s technology support queues and SLA‑driven incidents.
• Prepare service desk performance reports for leadership.
• Configure/activate/test/deploy desktops, laptops, and mobile devices.
• Troubleshoot network connectivity, remote access, and approved software.
• Collaborate with vendors/OTI and staff to ensure reliable, secure services.
• Maintain Windows 11 images and SCCM deployments; manage software catalog.
• Test OS updates, patches, and security tools; perform upgrades.
• Maintain accurate asset inventory and software licenses; assist procurement.
• Develop/update SOPs, knowledge bases, and user instructions.
• Support change management and documentation processes.

Kenntnisse

Customer service

Troubleshooting

Documentation

Communication

Time management

Ausbildung

Bachelor's degree

Associate degree + 2 years experience

High school diploma + 4 years experience

Jobbeschreibung

The City of New York is seeking a Service Desk Technician to provide hands-on support for desktops, laptops, mobile devices, software, OS, and end-user technologies. You will manage the service queue, resolve incidents, and maintain asset records while coordinating with the IT staff, vendors, and city agencies to ensure reliable services.

The role requires strong troubleshooting, customer service, documentation, and communication skills, with the ability to prioritize tasks and escalate as