Desktop Support Technician

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF’s Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF’s computer systems, including hardware, software, applications, infrastructure, telephone, and data security. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff’s public safety work.

The Desktop Support unit has a user base of approximately 2,000+ employees and consultants, and 10 locations throughout the 5 boroughs of New York City. Desktop support services are needed daily to aide in the monitoring, maintenance, and support of desktop services and systems throughout the agency, assigning resources to ensure smooth operations.

Reporting to the Desktop Support Manager, the duties and responsibilities of the Desktop Support Technician will include but not be limited to the following:

• Special projects, requiring after-hours support, weekend support.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Assess and implement performance upgrades to desktops and laptops, including installation of memory, CPU, and RAID controllers.
• Receive and respond to incoming alerts, calls, emails, pages, tickets and/or work orders regarding incidents and/or requests.
• Prepare applications for desktop performance monitoring and provide performance statistics with metrics reports.
• Collaborate with technology team members to troubleshoot, assess, and resolve security issues.
• Create and maintain a working log detailing all required system updates, as well as the date of completion, documentation related to software, processes, and service records.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Perform special ad hoc requests and related duties consistent with the scope and intent of the position.
• Position may need to travel and work out of different locations based upon projects.

Additional Information:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title., New York City residency is generally required within 90 days of appointment. However, 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. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Do you have experience in macOS?, Do you have a High school diploma or GED?, 1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a data telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or

1. An associate degree from an accredited college including or supplemented by 12 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and two years of experience as described in “1” above; or

2. A four-year high school diploma or its educational equivalent and three years of experience as described in “1” above; or

3. A satisfactory combination of education and/or experience equivalent to “1”, “2” or “3” above. A college education may be substituted for experience on the basis of six months of experience as described in “1” above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of the experience as described in “1” above.

Special Note - Additional Requirements for Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: 1) As a Telecommunications Associate (Data)-Assignment Levels I, II, and III working for the City of New York; or 2) Performing analytical, planning, operational, technical, and/or administrative duties in a data telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills

• 5+ years of proven experience in a customer service focused IT position involving desktop support, desktop engineering and customer service. - Excellent knowledge of Microsoft OS such as Windows 10, 11, browsers such as Edge, Firefox, Chrome, and plug-ins. - Proficient in Microsoft 365 Office experience including One Drive, Teams, Visio, and Project. - Knowledge of Active Directory Users and Computers. - Excellent knowledge of desktop and laptop hardware components, peripheral devices including printers, and scanners, especially HP, Dell, and Lexmark. - Hands-on hardware troubleshooting experience. - Knowledge of remote access tools like RDP, Dameware and Team Viewer. - Basic knowledge and ability to troubleshoot LAN and wireless networks. - Knowledge of Apple OS X and hardware preferred. - Knowledge of ServiceNow preferred. - Ability to operate tools, components, and peripheral accessories. - Ability to read and understand technical manuals, procedural documentation, and OEM guides. - Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. - Lifting and transporting moderate to moderately heavy objects, such as computers and peripherals devices. - Proven experience using Teams and other tools to provide remote support is a strong plus. - Ability to work independently as well as a team member is a strong plus.