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# Senior Helpdesk Technician

- **Company:** City of New York
- **Location:** New York, NY, United States
- **Experience:** Expert
- **Salary:** $71,434.0 - $82,149.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Cyber Security, Computer Networks, Issue Tracking Systems, Software Maintenance, Software Deployment, Information Technology
- **Published:** July 4, 2026
- **Apply:** https://www.juju.com/job/00000000gdl12g

## About the Role

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or

 2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or

 3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

## Description

DCAS Information Technology works in conjunction with the NYC Office of Technology and Innovation (OTI) on the daily management and support of the DCAS computer network. DCAS IT team members are responsible for the agencies software and hardware needs, the development and maintenance of applications, maintenance of the DCAS internet and intranet (DCASConnect) sites, the DCAS Help Desk, telecommunications services and equipment for DCAS employees, and the Cyber Security program to thwart any attempts at unauthorized access to the network.

Responsibilities Include:

 - Provide 1st and 2nd level user support for agency users for hardware, systems, and software applications questions.

 - Log and track calls using Remedy ticketing system and maintain history records and related problem documentation.

 - Identify problems, investigate causes, recommend and implement solutions to correct common system and user issues.

 - Escalate complex problems to higher level of expertise within organization.

 - Communicate with other IT staff as needed to ensure problem resolution and tracking.

 - Prepare and install computers on the network, perform software installations, log and update trouble tickets and resolve highly complex desktop software issues.

 - Make routine visits to the various remote sites to prevent potential problems and to address others before they escalate.

 - Deploy computers to remote sites, when necessary, this includes transporting equipment physically or arranging for transportation if not within walking distance.

 - Complete Inventory Form and acquire employee signature on form upon deployment.

 - Inventory form to be attached to Remedy ticket immediately upon completion and Remedy ticket to be closed immediately upon successful completion.

 - Act in the capacity of printer administrator. Replace all toner for all agency printers. The technician will respond to all level 1 incidents (Paper Jams, fuser replacements, Waste kit replacements, etc.)

 - Assist IT Director with other assignments when necessary

 - Ghosting of computers to be done when needed

 - Assist with unpacking of computers and monitors when we receive large shipments.


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