Service Desk Technician

Cityofnewyork; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of New York's Mayor's Office of Criminal Justice seeks a Service Desk Technician to provide hands-on IT support for desktops, laptops, mobile devices, and software. You will manage the support queue, resolve incidents, and assist with device provisioning and deployment in a fast-paced environment.

You will work with IT staff, vendors, and agency units to ensure reliable, secure technology services, documented and aligned with SLAs and change-management processes.

Qualifications

• Bachelor's degree or equivalent education for IT support role.
• Two years of admin/coordination experience with IT tasks preferred.
• Four years of related experience may substitute for formal degree.
• Combination of education and experience considered.

Responsibilities

• Manage the technology support queues and resolve incidents per SLAs.
• Prepare reports and operational updates for IT leadership.
• Configure, deploy, and recover desktops, laptops, and mobile devices.
• Assist staff with configurations and network access issues per guidelines.
• Coordinate with vendors on hardware, warranties, and services.
• Maintain Windows 11 images and SCCM software catalog for deployment.
• Test OS updates, patches, and security tools; document changes.
• Support vulnerability remediation and urgent security actions.
• Maintain accurate inventory and asset-management records.
• Assist procurement with tech purchases and licenses; document controls.
• Develop and update service desk SOPs, guides, and checklists.
• Support change-management processes and project documentation.

Skills

Customer service

Technical troubleshooting

Documentation

Communication

Organization

Problem solving

Education

Baccalaureate degree

Associate degree + 2 yrs exp

HS diploma + 4 yrs exp

Edu/Experience combo accepted

Tools

Windows 11

SCCM / Configuration Manager

Endpoint management

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, prioritised, 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 activities 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

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?

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 discriminatio