The Office of Technology and Innovation (OTI) oversees all Citywide technology, privacy, cybersecurity, infrastructure, and telecommunications to ensure the security of, and enhance, City operations and service delivery to New York City's residents, businesses, employees, and visitors. As the City's technology and innovation leader, OTI is responsible for operating, maintaining, and securing IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations.

The successful candidate will serve as a Desktop Support Engineer reporting to the IT services Division primarily supporting New York City’s Family Justice Centers. Responsibilities will include: Perform all aspects of desktop PC support, including troubleshooting and resolving user problems, Hardware deployment, ongoing software installation; asset inventory and management, and ensuring that all agency desktops are set up and maintained within required specifications and agency standards; voice over IP phone support; provide level 1 network support; monitor Service Now ticket queues to ensure efficient handling (based on priority, aging, etc.) and prompt response; manage the desktop support documentation including technical reference guide and associated library of materials (procedures, system builds, troubleshooting guides, etc.); provide trouble-shooting strategies; and perform special projects and initiatives as assigned.

1. A four-year high school diploma or its educational equivalent, and
(a) six months of full-time mainframe, mini-computer or LAN/WAN computer operations experience or service desk/desk top support experience acquired in the past one year and three months; or
(b) graduation from an approved technical school (approximately 675 hours) with a specialization in mainframe/mini-computer operations and/or technical support acquired in the past five years and three months; or (c) currently valid A+ or Network+ certification; or
2. An associate degree or 60 semester credits from an accredited college including or supplemented by 12 semester credits in computer technology; or
3. Education and/or experience that is equivalent to “1” or “2” above. Undergraduate credit may be substituted for experience on the basis of 30 semester credits, from an accredited college, including or supplemented by six credits in computer technology for three months of experience. However, all candidates must have a high school diploma or its educational equivalent.

Experience which primarily involves performing computer data entry and/or using word processing, spread sheet and/or database applications as an end user is not acceptable towards meeting the education and experience requirements for this examination.

The preferred candidate should possess the following: Experience in a large Windows environment including Web and Application hosting, Server Consolidation and Disaster Recovery strong knowledge of Microsoft Office products such as Word, Excel, Access, Visio, Project and PowerPoint excellent written and verbal communication skills with the ability to articulate to the end user community in clear concise understandable terms to meet superior quality objectives in a dynamic environment excellent organizational and interpersonal skills and ability to handle multiple tasks under tight deadlines have hands on experience in PC hardware support knowledge of Active Directory, Windows 10 operating systems Microsoft Windows Office Suite SCCM technology inclusive of imaging concepts strong analytic, organizational, time management Additionally, the candidate will demonstrate the ability to handle multiple tasks under tight deadlines and have the ability to effectively interface with technologists, business owners, and end-users.

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 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.

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.