Senior Desktop Technician

NYC Department of Finance; New York (NY); Hybrid; USD 95,000 - 118,000; Full time

Job summary

NYC Department of Finance (DOF) is seeking a Senior Desktop Technician to support 2,000+ employees across 10 locations. You will provide executive-focused desktop support, configure software and OS, and assist in desktop performance optimization.

The role includes setting up AV conferences, managing Workspace ONE, and coordinating with vendors on large moves. Remote work up to 2 days/week may be available under the City pilot program.

Qualifications

• A baccalaureate degree from an accredited college and two years of satisfactory full-time IT experience in LAN/WAN tasks.
• A four-year high school diploma or equivalent and six years of IT experience, with at least 2 years in LAN/WAN tasks.
• A satisfactory education/experience equivalence and the possibility to update certifications as required.

Responsibilities

• Provide desktop user support to DOF Executives with focus on the Commissioner’s Office, including software and OS installation.
• Set up audio/video conferences and provide on-site support for stakeholder conferences.
• Contribute to Workspace One management, creating and pushing packages, managing users and ensuring policy compliance.
• Optimize standard DOF user profiles to improve performance and reliability of workstations.
• Coordinate with vendors and technology teams on large moves and deployment projects.

Skills

Windows OS

Microsoft 365

Active Directory

Remote support tools

Hardware troubleshooting

ServiceNow

LAN/WLAN basics

Apple OS X

Education

Baccalaureate degree

High school diploma + 6 years IT experience

Tools

Workspace ONE

ServiceNow

RDP

Dameware

TeamViewer

Job description

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF’s Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF’s computer systems, including hardware, software, applications, infrastructure, data security. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff’s public safety work.

FIT is seeking a highly experienced Senior Desktop Technician to play a key role in the support of approximately 2,000+ employees and consultants, and 10 locations throughout the 5 boroughs of New York City. Desktop support services are needed daily to aid in the monitoring, maintenance, and support of desktop services and systems throughout the agency, assigning resources to ensure smooth operations. Reporting to the Desktop Support Manager, duties and responsibilities will include, but not be limited to the following:

• Provide desktop user support to DOF Executives with a special focus on the Commissioner\'s Office, including the installation and configuration of software applications and operating systems (OS).
• Set up audio/video conferences and provide on-site support for key stakeholder conferences and events.
• Contribute to the management and development of Workspace One (WSO), creating, maintaining, and pushing packages, managing users, and WSO compliance as per the City\'s policy.
• Optimize the standard DOF user profile to improve the performance and reliability of workstations and simplify support.
• Serve as a technical communication and coordination lead with vendors and other groups on large moves and deployment projects.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Assess and implement performance upgrades to desktops and laptops, including installation of memory, CPU, and RAID controllers.
• Receive and respond to incoming alerts, calls, emails, pages, tickets and/or work orders regarding incidents and/or requests.
• Prepare applications for desktop performance monitoring and provide performance statistics with metrics reports.
• Collaborate with technology team members to troubleshoot, assess, and resolve security issues.
• Create and maintain a working log detailing all required system updates, as well as the date of completion, documentation related to software, processes, and service records.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Perform special ad hoc requests and related duties consistent with the scope and intent of the position.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

This position may require travel and work at various locations depending on project needs.

CERTIFIED IT ADMINISTRATOR (LA - 13652

Minimum Qualifications

Professional/vendor certification(s) in local area network administration that is required for the position to be filled. In addition, all candidates must have the following:

• A baccalaureate degree from an accredited college, and two years of satisfactory full-time (not classroom based) experience in local area network and/or wide area network planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management; or
• A four-year high school diploma or its educational equivalent and six years of satisfactory full-time (not classroom based) information technology experience of which at least 2 years must have been as described in "1" or
• A satisfactory equivalent of education and/or experience equivalent to "1" or "2" above. Education may be substituted for experience on the basis that 30 undergraduate semester credits from an accredited college is equivalent to 6 months of experience. A master’s degree in computer science or a related field from an accredited college may be substitute for one year of experience. However, all candidates must have at least one year of satisfactory (not classroom based) full-time information technology experience as described in "1" above.

  Note: In addition to meeting the minimum Qualification Requirements: Incumbents may be required to update existing and/or obtain additional professional industry-standard certification(s) for current and future technical environments(s) in which they may be assigned to work, as determined by the employing agency.

  Preferred Skills

  • 7+ years of proven experience in a customer service focused IT position involving desktop support, desktop engineering and customer service. - Excellent knowledge of Microsoft OS such as Windows 10, 11, browsers such as Edge, Firefox, Chrome, and plug-ins. - Proficient in Microsoft 365 Office experience including One Drive, Teams, Visio, and Project. - Knowledge of Active Directory Users and Computers. - Excellent knowledge of desktop and laptop hardware components, peripheral devices including printers, and scanners, especially HP, Dell, and Lexmark. - Hands-on hardware troubleshooting experience. - Knowledge of remote access tools like RDP, Dameware and Team Viewer. - Basic knowledge and ability to troubleshoot LAN and wireless networks. - Knowledge of Apple OS X and hardware preferred. - Knowledge of ServiceNow preferred. - Ability to operate tools, components, and peripheral accessories. - Ability to read and understand technical manuals, procedural documentation, and OEM guides. - Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. - Lifting and transporting moderate to moderately heavy objects, such as computers and peripherals devices. - Proven experience using Teams and other tools to provide remote support is a strong plus. - Ability to work independently as well as a team member is a strong plus.

  Program

  This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

  Public Service 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

  New York City residency is not required for this position.

  Additional Information

  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.

  , $95,233.00 – $118,000.00