IT Service Desk Technician - End-User Support & Security

Cityofnewyork; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of New York's Mayor's Office of Criminal Justice seeks a Service Desk Technician to provide hands-on IT support for desktops, laptops, mobile devices, and software. You will manage the support queue, resolve incidents, and assist with device provisioning and deployment in a fast-paced environment.

You will work with IT staff, vendors, and agency units to ensure reliable, secure technology services, documented and aligned with SLAs and change-management processes.

Qualifications

• Bachelor's degree or equivalent education for IT support role.
• Two years of admin/coordination experience with IT tasks preferred.
• Four years of related experience may substitute for formal degree.
• Combination of education and experience considered.

Responsibilities

• Manage the technology support queues and resolve incidents per SLAs.
• Prepare reports and operational updates for IT leadership.
• Configure, deploy, and recover desktops, laptops, and mobile devices.
• Assist staff with configurations and network access issues per guidelines.
• Coordinate with vendors on hardware, warranties, and services.
• Maintain Windows 11 images and SCCM software catalog for deployment.
• Test OS updates, patches, and security tools; document changes.
• Support vulnerability remediation and urgent security actions.
• Maintain accurate inventory and asset-management records.
• Assist procurement with tech purchases and licenses; document controls.
• Develop and update service desk SOPs, guides, and checklists.
• Support change-management processes and project documentation.

Skills

Customer service

Technical troubleshooting

Documentation

Communication

Organization

Problem solving

Education

Baccalaureate degree

Associate degree + 2 yrs exp

HS diploma + 4 yrs exp

Edu/Experience combo accepted

Tools

Windows 11

SCCM / Configuration Manager

Endpoint management

Job description

The City of New York's Mayor's Office of Criminal Justice seeks a Service Desk Technician to provide hands-on IT support for desktops, laptops, mobile devices, and software. You will manage the support queue, resolve incidents, and assist with device provisioning and deployment in a fast-paced environment.

You will work with IT staff, vendors, and agency units to ensure reliable, secure technology services, documented and aligned with SLAs and change-management processes.