Service Desk Associate

OFFICE OF CRIMINAL JUSTICE; New York (NY); On-site; USD 42,000 - 68,000; Full time

Job summary

The City of New York’s Mayor’s Office of Criminal Justice is seeking a Service Desk Associate to provide first-line technology support to MOCJ staff. The role involves assisting with desktop and mobile device issues, documenting requests, and helping with equipment deployment.

This entry-level position emphasizes strong customer service, organization, and basic troubleshooting. You will escalate complex problems, maintain equipment records, and support software installations and conference-room

Qualifications

• High school graduation or equivalent and three years of community work experience.
• Experience in customer service or clerical/IT support.
• Familiarity with Microsoft Windows and Microsoft 365 applications such as Outlook, Word, Excel, and Teams.

Responsibilities

• Respond to routine technology support requests via the service desk channels.
• Assist users with basic troubleshooting of desktop computers, laptops, monitors, docking stations, keyboards, mice, printers, and mobile devices.
• Document service requests, troubleshooting steps, equipment information, and resolutions in the support systems.
• Escalate complex issues to senior staff or vendors when needed.
• Assist with equipment deployment, setup for new employees, and inventory management.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Technical troubleshooting

Microsoft Windows

Microsoft 365

Documentation

Education

High school diploma 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 escalation 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

• 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 expedite 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 equipment 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

Minimum Qualifications

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.

Preferred Skills

• Strong customer service and interpersonal skills.
• Clear verbal and written communication skills.
• Basic knowledge of desktop computers, laptops, mobile devices, peripheral equipment, and commonly used workplace technology.
• Familiarity with Microsoft Windows and Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Ability to follow established technical procedures and troubleshooting guides.
• Ability to accurately document service requests, equipment information, and work performed.
• Strong organizational skills and attention to detail.
• Ability to manage multiple assignments and meet established deadlines.
• Ability to communicate technical information to users in a clear and accessible manner.
• Ability to recognize when an issue requires escalation to more experienced technical staff.
• Interest in developing additional skills in information technology, desktop support, systems administration, cybersecurity, or related areas.

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 generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.