The Office of Criminal Justice is hiring a Service Desk Technician to provide hands-on technical support for end users across Manhattan. In this onsite role, you will manage daily technology support requests, troubleshoot desktop and mobile issues, and help keep endpoint security and software deployment on track using standardized tools.
Role Summary
The Service Desk Technician supports MOCJ’s desktop and laptop computers, mobile devices, audiovisual equipment, software applications, operating systems, and related end-user technologies. The position oversees the day-to-day technology support queue, resolves incidents, maintains device and asset records, and supports endpoint security and software deployment.
Key Responsibilities
- Manage the agency’s technology support queues, ensuring 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 the 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 ongoing usability of desktop computer peripherals and software within established standards, including troubleshooting network connectivity and remote access, plus issues with MOCJ approved software, hardware, and operating systems.
- Coordinate 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 using the OTI enterprise Microsoft Endpoint Configuration Manager/SCCM environment.
- Test and support 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 accuracy and integrity of technology inventory and asset-management systems.
- Support procurement staff by identifying, specifying, pricing, purchasing, receiving, inventorying, and deploying 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.
Qualifications
- Education: Baccalaureate degree from an accredited college or university.
- Or an associate degree from an accredited college or university plus two (2) years of experience with administrative, analytic, coordinative, supervisory, or liaison responsibilities.
- Or a four-year high school diploma (or its educational equivalent approved by a state Department of Education or a recognized accrediting organization) plus four (4) years of experience as described in the associate-degree option.
- Or a satisfactory combination of education and/or experience equivalent to the options described above.
Technologies
- Microsoft Windows 11
- Microsoft Endpoint Configuration Manager
- SCCM
- OTI enterprise Microsoft Endpoint Configuration Manager/SCCM environment
Compensation and Location
- Location: Manhattan, NY (onsite)
- Salary: USD 68,213 to 80,000 per year
- Minimum experience: 2 years
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.
Residency Requirement
- New York City residency is generally required within 90 days of appointment.
- 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.
- Please discuss with the agency representative at the time of interview to determine whether the residency requirement applies.
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
