IMPORTANT NOTE:
ONLY CANDIDATES WHO HAVE A PERMANENT CERTIFIED IT ADMINISTRATOR (LAN / WAN) OR COMPARABLE CIVIL SERVICE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT CERTIFIED IT ADMINISTRATOR (LAN / WAN).

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.

The 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.

FIT is currently seeking a Desktop Support Assistant Manager who will work closely with the Desktop Support Manager. The Desktop Support Assistant Manager will supervise the desktop support team, troubleshoot user issues and collaborate with various teams to ensure a stable, efficient, and secure environment. The ideal candidate should be a team leader, have experience working with executive level personnel and be able to work collaboratively and effectively.

The selected candidate's responsibilities will include, but not be limited to the following:

- Supervise desktop technicians and in the absence of the Desktop Support Manager, resume their responsibilities, including supervising both desktop support staff and the mobile device team.
- Monitor, assign and escalate tickets using DOF's internal ticketing system Service Now.
- Ensure DOF executives receive proper desktop support including the installation and configuration of software applications and operations systems (OS), in addition to proper AV support for in-person meetings.
- Provide phone, remote and on-site support to Executives and VIPs with a special focus on the Commissioner's Office.
- Provide Desktop deployment- Install and configure computers for new users. Work with contractors on large deployments and upgrades.
- Provide Desktop Engineering support- Develop standard DOF image to optimize performance and reliability of workstations.
- Provide Operating systems (OS) and applications (App) support- for phones, remote and on-site support for standard desktop applications. Install and configure software applications according to DOF standards and licensing guidelines. Install and configure OS and its features.
- Provide in person and virtual meeting support- Setup meetings and audio conferences, provide on-site support as needed.
- Provide Hardware support- Troubleshoot and repair desktops, monitors, printers, laptops, and peripherals. Contact manufacturers, check warranty status and request parts for on-site services.
- Install upgrades, options, and maintenance kits. Troubleshoot network connectivity for desktop and printers, assist Server and Network groups when local help is needed.
- Provide the management and development of Workspace One platform, creating, maintaining, and pushing packages, managing users and compliance.

Professional/vendor certification(s) in local area network administration that is required for the position to be filled. In addition, all candidates must have the following:

1. A baccalaureate degree from an accredited college, and two years of satisfactory full-time (not classroom based) experience in local area network and/or wide area network planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management; or

2. A four-year high school diploma or its educational equivalent and six years of satisfactory full-time (not classroom based) information technology experience of which at least 2 years must have been as described in "1" or

3. A satisfactory equivalent of education and/or experience equivalent to "1" or "2" above. Education may be substituted for experience on the basis that 30 undergraduate semester credits from an accredited college is equivalent to 6 months of experience. A master’s degree in computer science or a related field from an accredited college may be substitute for one year of experience. However, all candidates must have at least one year of satisfactory (not classroom based) full-time information technology experience as described in "1" above.

Note: In addition to meeting the minimum Qualification Requirements: Incumbents may be required to update existing and/or obtain additional professional industry-standard certification(s) for current and future technical environments(s) in which they may be assigned to work, as determined by the employing agency.

- 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.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City Residency is not required for this position

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.