Help Desk Technician

Help Desk Technician (Information Technology) provides end-user support as the first point of contact for desktop, network, and court technology issues.

Responsibilities

• Receive support calls and accurately document requests in the Help Desk application.
• Troubleshoot and resolve end-user issues involving hardware, operating systems, software, and related desktop problems.
• Install, configure, test, monitor, maintain, and troubleshoot end-user hardware and software.
• Conduct onsite or remote diagnosis for complex desktop issues and recommend and implement corrective repairs as needed.
• Administer and resolve issues for end-user workstation networking software products.
• Verify physical desktop connectivity, including RJ-45 Ethernet jacks, switches, and connectors between PCs and servers.
• Troubleshoot basic network and server access problems (connectivity) and address WAN, firewall, and VPN issues with System Administrative guidance.
• Process moves, additions, and changes (MAC) requests as directed.
• Assess needs and implement performance upgrades, including installing CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, and DVD/CD-ROM components.
• Perform print/printer maintenance and troubleshoot print failures involving both hardware and software.
• Maintain printing equipment.
• Coordinate with vendors as needed for repair processes and equipment or software-related issues.
• Support laptop and mobile device requests and assist with mobile computing.
• Ensure operating systems and related tooling (updates, security, and office productivity software) are current and meet specifications.
• Set up and install software and office standards on laptops.
• Provide Court Room Technology support, including installation and setup of court technology products (hardware and software).
• Troubleshoot voice communications and voice mail systems (telephones and voice mail systems).
• Perform network resource administration work.
• Complete general administrative and office duties.
• Prepare reports, distribute departmental and inter-office correspondence, file documents, and assist I.T. department personnel as directed by the Department Manager and/or other Management or Executive staff.
• Perform other related duties as necessary.

Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to the duties described; or an equivalent combination of education and/or experience to the equivalent of “1” above.
• May need to work overtime and respond to emergencies due to system failures or environmental factors.
• Must have and maintain a valid NYS Driver License (may require travel to remote sites).
• On-call availability as needed/required, including schedules with days per month plus after-hours and weekend support.

Technologies

• Help Desk application
• RJ-45 Ethernet jacks
• WAN, firewall, VPN
• DVD/CD-ROM
• CPU
• I/O and NIC cards
• RAM
• Voice communications systems
• Voice mail systems

Preferred Skills

• Ability to sit and/or stand for extended periods and lift or transport heavy to moderately heavy objects such as computers and peripherals.
• Excellent organizational, time-management, and multi-tasking skills, including initiative and the ability to prioritize while working independently and within a team.
• Excellent interpersonal, verbal, and written communication skills with strong attention to detail.

Additional Information

• Employees of the City of New York may be eligible for federal loan forgiveness programs and state repayment assistance programs.
• Public Service Loan Forgiveness Program (PSLF) may provide student loan forgiveness for qualifying public service employees.

Residency Requirement

• New York City residency is generally required within 90 days of appointment.
• City Employees in certain titles with 2 continuous years of City service may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
• Discuss with the agency representative at the time of interview to confirm whether the residency requirement applies.

Work location: Brooklyn, NY (onsite). Salary: $61,174 per year.