Public Sector IT Service Desk Technician

OFFICE OF CRIMINAL JUSTICE; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

The Mayor's Office of Criminal Justice in New York City seeks a Service Desk Technician to provide hands-on support for desktops, laptops, mobile devices, AV equipment, and software, ensuring service requests are tracked and resolved within SLAs. You will maintain Windows 11 images, SCCM deployments, assist with endpoint security, work with vendors, generate performance reports, and document procedures.

The role requires strong customer service, clear communication, and the ability to manage

Qualifications

• Bachelor's degree from an accredited college or university.
• Associate degree with 2 years of relevant experience.
• High school diploma with 4 years of relevant experience.
• Satisfactory combination of education and experience as alternatives.

Responsibilities

• Manage the agency’s technology support queues and ensure incidents are resolved within SLAs.
• Prepare service desk performance reports for leadership.
• Configure, activate, test, deploy, replace and recover desktop systems and devices.
• Assist staff with configurations and IT usability, including network and software issues.
• Collaborate with vendors to resolve hardware, software, and service issues.
• Maintain Windows 11 system images and deployment packages in SCCM.
• Test OS updates, patches, and security tools deployment.
• Assist with vulnerability remediation and security updates.
• Maintain technology inventory and asset-management records.
• Support procurement with equipment and licensing needs.
• Maintain internal controls and license compliance documentation.
• Develop and update service desk procedures and knowledge bases.
• Support changes through change-management processes.
• Other duties as assigned.

Skills

Technical troubleshooting

Customer service

Documentation

Communication

Organizational skills

Problem solving

Education

Bachelor's degree

Associate degree + 2 years experience

High school diploma + 4 years experience

Tools

SCCM (ConfigMgr)

Windows 11

Endpoint security tools

Job description

The Mayor's Office of Criminal Justice in New York City seeks a Service Desk Technician to provide hands-on support for desktops, laptops, mobile devices, AV equipment, and software, ensuring service requests are tracked and resolved within SLAs. You will maintain Windows 11 images, SCCM deployments, assist with endpoint security, work with vendors, generate performance reports, and document procedures.

The role requires strong customer service, clear communication, and the ability to manage