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

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

Under the direction of the Director of IT Infrastructure, the Service Desk Technician will provide hands‑on technical support for MOCJ’s desktop and laptop computers, mobile devices, audiovisual equipment, software applications, operating systems, and related end‑user technologies.

The Service Desk Technician will manage the day-to-day technology support queue, troubleshoot and resolve technical issues, prepare and maintain agency devices, support endpoint security and software deployment activities, and maintain accurate technology asset records. The position will work closely with MOCJ technology staff, the New York City Office of Technology and Innovation (OTI), vendors, consultants, and agency business units to ensure that technology services are reliable, secure, documented, and delivered within established service‑level standards.

The position requires strong technical troubleshooting, customer service, documentation, communication, organizational, and problem‑solving skills, as well as the ability to manage competing priorities and independently resolve or appropriately elevate technical issues. Job responsibilities include, but are not limited to:

• Manage the agency’s technology support queues, ensuring that incidents and service requests are properly categorized, prioritized, assigned, tracked, escalated, and resolved within established service‑level agreement requirements.


• Prepare regular service desk performance reports and operational updates for the Director of IT Infrastructure and Chief Technology Officer.


• Prepare, configure, activate, test, deploy, replace, and recover desktop computers, laptops, mobile devices, peripheral equipment, and related technology assigned to authorized employees.


• Assist staff with configurations and the ongoing usability of desktop computer peripheral equipment and software within established standards and guidelines, including troubleshooting issues with network connectivity, remote access, MOCJ approved software, hardware, and operating systems.


• Work with vendor support contacts to troubleshoot and resolve issues involving desktop computing equipment, audiovisual systems, software, warranties, repairs, and technical services.


• Maintain standardized Microsoft Windows 11 system images, software packages, deployment task sequences, and approved applications within MOCJ’s software catalog using the OTI enterprise Microsoft Endpoint Configuration Manager/SCCM environment.


• Test and support the deployment of operating‑system updates, security patches, hotfixes, commercial software releases, endpoint security tools, and hardware upgrades.


• Assist with endpoint vulnerability remediation, urgent security updates, zero‑day response activities, and corrective actions under the direction of the Director of IT Infrastructure.


• Maintain the integrity and accuracy of MOCJ’s technology inventory and asset‑management systems.


• Support procurement staff with the identification, specification, pricing, purchase, receipt, inventory, and deployment of approved technology hardware, software, accessories, licenses, and support services.


• Maintain documentation supporting internal controls, audit readiness, equipment accountability, software‑license compliance, and technology purchasing decisions.


• Develop, maintain, and update service desk procedures, troubleshooting guides, standard operating procedures, knowledge‑based articles, equipment checklists, user instructions, and “how‑to” documentation.


• Support technology changes through established change‑management, testing, approval, implementation, validation, and documentation processes.


• Other duties as assigned.

RESEARCH PROJECTS COOR(MA)-MGR - 0527A

Minimum Qualifications

1. Do you have a baccalaureate degree from an accredited college or university?


2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?


3. Do you have a four‑year high school diploma, or its educational equivalent approved by a state’s Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question \"2\" above?


4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions \"1,\" \"2,\" and/or \"3\" above?

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.