Service Desk Associate

Cityofnewyork; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

The Mayor's Office of Criminal Justice in New York City is seeking an entry-level Service Desk Associate to provide first-line IT support for MOCJ staff. You will assist with basic troubleshooting, device provisioning, and ticket documentation to ensure smooth daily operations.

Reporting to the IT Infrastructure Director, you will help with desk automation and equipment deployments, working with senior technologists on more complex issues as needed.

Qualifications

• Strong customer service and communication skills required.
• Ability to organize tasks and manage multiple requests.
• Basic technical troubleshooting skills and willingness to learn.

Responsibilities

• Respond to routine technology support requests via the service desk system, email, or phone.
• Assist users with basic troubleshooting of desktop PCs, laptops, monitors, and peripherals.
• Help with Microsoft Windows, Microsoft 365, network access, and remote access basics.
• Document service requests and resolutions in the agency's ticketing system.
• Identify issues needing escalation and route to senior staff or vendors.
• Prepare and inventory technology equipment for staff onboarding and moves.
• Maintain accurate equipment records, locations, and return information.
• Assist with conference-room AV setup and Teams-enabled devices.
• Provide user instructions and knowledge-base materials as needed.
• Support ongoing service desk documentation and deliveries verification.
• Deliver courteous customer service and update users on status.

Skills

Customer service

Communication

Technical troubleshooting

Organizational skills

Education

High school graduation or equivalent

Job description

ABOUT THE OFFICE: The Mayor's Office of Criminal Justice advises the Mayor of the City of New York on criminal justice policy and develops strategies, in partnership with agencies, community-based organizations, and other stakeholders, to reduce crime and incarceration, promote fairness, and strengthen public safety across New York City.

ABOUT THE ROLE:

Reporting to the Director of IT Infrastructure and working under the direction of senior technology staff, the Service Desk Associate will provide first-line technology support to MOCJ employees.

The Service Desk Associate will assist staff with routine computer, mobile device, software, audiovisual, and account-related issues; document and track service requests; prepare and distribute agency technology equipment; maintain accurate equipment records; and elevate more complex technical issues to appropriate technology staff.

This is an entry-level technology support position intended for candidates who demonstrate strong customer service, organization, communication, and basic technical troubleshooting skills.

Responsibilities include, but are not limited to:

• Respond to routine technology support requests received through MOCJ's service desk ticketing system, email, telephone, or other approved channels.
• Assist users with basic troubleshooting of desktop computers, laptops, monitors, docking stations, keyboards, mice, printers, mobile devices, audiovisual equipment, and other standard workplace technology.
• Assist users with routine issues involving Microsoft Windows, Microsoft 365 applications, approved agency software, network connectivity, remote access, passwords, and peripheral equipment.
• Document service requests, troubleshooting steps, equipment assignments, and resolutions in the agency's designated technology support systems.
• Identify issues that cannot be resolved using established procedures and promptly elevate them to senior technology staff, OTI, vendors, or other appropriate support resources.
• Prepare, test, issue, collect, and inventory desktop computers, laptops, mobile devices, monitors, accessories, and related technology equipment using established agency procedures and checklists.
• Assist with technology setup and deployment for new employees, employee transfers, workstation changes, and employee separations.
• Maintain accurate records of agency technology equipment, including equipment assignments, inventory status, location, and return information.
• Assist with basic conference-room and audiovisual setup, including monitors, cameras, microphones, Teams-enabled equipment, and related peripherals.
• Assist technology staff with routine software installations, equipment replacements, updates, and other scheduled technology activities.
• Provide users with established instructions, troubleshooting guides, and other approved technology resources.
• Assist with maintaining service desk documentation, equipment checklists, user instructions, and knowledge-base materials.
• Receive and organize technology equipment, accessories, and supplies and assist with verifying deliveries against agency records.
• Provide courteous and timely customer service and communicate the status of outstanding requests to users as appropriate.
• Participate in technology projects and other administrative or operational assignments as needed.
• Perform other duties as assigned.

COMMUNITY ASSOCIATE - 56057

Qualification Requirements

1. 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
2. Education and/or experience which is equivalent to "1" above.

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.