Service Desk Technician
2 months ago
Job Description
The Mayor's Office of Criminal Justice (MOCJ) advises the Mayor of the City of New York on criminal justice policy. MOCJ develops and implements strategies, with partners inside and outside government, to reduce crime and incarceration and to promote fairness and legitimacy. MOCJ works with law enforcement, city agencies, non-profits, foundations, and others to implement data-driven strategies that address current crime conditions, prevent offending, and build strong neighborhoods that ensure enduring safety.
About the Role:
Under the direction of the Chief Technology Officer, the Service Desk Technician will assist staff with technical support of desktop and laptop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique problems. The position utilizes one-on-one consultancy to end-users. The position's responsibilities require independent analyses, communication, and problem-solving.
Job responsibilities include, but are not limited to:
-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.
-Prepare, activate and set-up devices to be assigned to authorized employees and provide tutorials as needed.
-Work with vendor support contacts to resolve technical problems with Audio Video equipment & desktop computing equipment, and software.
-Maintain and update desktop and laptop images. Work closely with the OTI Desktop Engineering to develop new patching procedures, Hot Fix and application security tool sets in line with OTI Cyber guidelines and policies.
-Maintain the integrity of the technology inventory system.
-Review/escalate/resolve helpdesk tickets with in the defined SLAs.
-Work with procurement staff to purchase hardware and software.
-Maintain asset management database and create inventory reports as needed.
-Implements systems changes by following Change Management process.
-Responsible for training new employees on the duties of desktop support. Develop and document standardized user processes and procedures and "how to" documentation.
-Act as the liaison between MOCJ technology team and the OTI Hosted services organizations to ensure user support needs are met.
-Maintain Microsoft Windows 10/11 system images and task sequences in the MOCJ software catalogue using the OTI enterprise SCCM suite. Test, plan and supervise the deployment of new operating system releases, commercial software releases and hardware.
-Develop desktop security procedures and zero-day response plans.
-Responsible for day-to-day service delivery performance through SLAs and other key performance metrics, prioritization of incidents and service requests.
-Other duties as assigned.
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?
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.
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