Service Desk Technician - IT Support Specialist

City of New York; New York (NY); On-site; USD 68,213 - 80,000; Full time

Job summary

City of New York is seeking a Service Desk Technician to provide hands‑on technical support for desktop and laptop computers, mobile devices, audiovisual equipment, software, and operating systems. The role involves managing the daily technology support queue, troubleshooting issues, and ensuring reliable, secure services in alignment with SLA standards.

Under the Director of IT Infrastructure, you will work with the NYC Office of Technology and Innovation (OTI), vendors, and agency units to

Qualifications

• Do you have a baccalaureate degree from an accredited college or university?
• 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?
• 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?
• Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

Responsibilities

• Manage the agency’s technology support queues, ensuring incidents and service requests are properly categorized, prioritized, assigned, tracked, escalated, and resolved within service‑level 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 desktops, laptops, mobile devices, peripheral equipment, and related technology assigned to authorized employees.
• Assist staff with configurations and usability of desktop peripheral equipment and software, incl. network connectivity, remote access, approved software, hardware, and OS.
• Work with vendor support contacts to troubleshoot and resolve issues involving desktop computing equipment, audiovisual systems, software, warranties, repairs, and services.
• Maintain standardized Windows 11 system images, software packages, deployment task sequences, and approved applications within the agency’s software catalog using SCCM.
• Test and support deployment of OS updates, security patches, hotfixes, 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 Director of IT Infrastructure.
• Maintain integrity and accuracy of technology inventory and asset-management systems.
• Support procurement with identification, specification, pricing, purchase, receipt, inventory, and deployment of approved tech hardware, software, licenses, and services.
• Maintain documentation supporting internal controls, audit readiness, equipment accountability, license compliance, and technology purchasing decisions.
• Develop, maintain, and update service desk procedures, troubleshooting guides, SOPs, knowledge articles, checklists, user instructions, and “how‑to” documentation.
• Support technology changes through change‑management, testing, approval, implementation, validation, and documentation processes.
• Other duties as assigned.

Job description

City of New York is seeking a Service Desk Technician to provide hands‑on technical support for desktop and laptop computers, mobile devices, audiovisual equipment, software, and operating systems. The role involves managing the daily technology support queue, troubleshooting issues, and ensuring reliable, secure services in alignment with SLA standards.

Under the Director of IT Infrastructure, you will work with the NYC Office of Technology and Innovation (OTI), vendors, and agency units to