What are the responsibilities and job description for the Desktop Support Engineer position at City of New York?
The New York City Department of Investigation (DOI) is one of the oldest law enforcement agencies in the country with a mission of combating municipal corruption. It serves the people of New York City by acting as an independent and nonpartisan watchdog for New York City government City agencies and City employees vendors with City contracts individuals and entities that receive City funds.
The NYC Department of Investigation seeks a skilled Desktop Support Engineer to join its Information Technology Unit. This role requires a strong technical foundation including expertise in supporting desktops laptops tablets and mobile devices. Key responsibilities encompass troubleshooting hardware and software issues installing and supporting software applications building and maintaining system images and providing user training. The ideal candidate will possess excellent communication and problemsolving skills a customercentric approach and the ability to adapt to evolving technologies and infrastructure changes. They will collaborate with Desktop Managers to plan and analyze the organizations desktop infrastructure ensuring high levels of availability and system performance.
Duties include but are not limited to :
Evaluate validate and create application packages upgrades and uninstalls using tools such as Endpoint Central and GoverLan.
Collaborate with system and application owners on application creation and testing.
Implement feature and security updates for Windows and other operating systems.
Design and maintain Windows and OS images via Endpoint Central.
Coordinate with server network and security teams to ensure seamless desktop environment operation.
Manage Active Directory administration tasks.
Create submit and secure approvals for application deployments and changes through the change control process.
Document technical specifications for all new and updated application packages.
Assist in complex troubleshooting and repair activities.
Maintain an asset database and inventory of all IT equipment.
Order and manage spare parts desktop hardware and other IT equipment.
Develop edit and manage task sequences for automated OSD.
Review and monitor ticket queues providing regular reports to clients and operations management.
Oversee daytoday ticket activities including change management call monitoring action planning and reporting.
Handle issue escalation and resolution processes.
Communicate internally with updates to organizational teams.
Work closely with relevant project managers on ITrelated projects.
Prioritize and manage activities to minimize business impact.
Manage special projects and other duties as assigned.
If selected the candidate will be fingerprinted and undergo a background investigation.
Preferred Skills
Valid Drivers License (Driving between sites may be required)
Indepth technical knowledge of PC and desktop hardware including Dell Apple and other brands.
Practical experience in hardware troubleshooting.
Ability to diagnose and resolve network printer issues.
Extensive support experience with Microsoft Operating Systems and Microsoft Office Suite including MS Office 365 and Remote Desktop.
Familiarity with GoverLan / Endpoint Central including software package creation and maintenance.
Skilled in managing testing and deploying standard desktop and laptop images.
Expertise in testing maintaining and supporting computer group policies.
Proficient in operating tools components and peripheral accessories.
Ability to interpret and understand technical manuals procedural documentation and OEM guides.
Capable of conducting research into PCrelated issues and products as needed.
Strong interpersonal and relationshipbuilding skills.
Excellent written and verbal communication skills with the ability to convey technical information in userfriendly language.
Clear understanding of organizational goals and objectives.
Strong analytical and problemsolving skills with high attention to detail.
Selfmotivated with the ability to prioritize and manage tasks effectively in a highpressure environment.
Experience in a teamoriented public sector collaborative setting.
Customerfocused with a strong service orientation.
Ability to collaborate effectively with colleagues.
Willingness to work during offhours and participate in oncall rotations.
A and MCDT certifications.
Proficiency in working with commandline functions and occasional registry editing.
Indepth knowledge of laptop and PC hardware and design; basic support for printers and network printing is a plus.
Experience with Webbased applications support is strongly preferred.
To Apply
All applicants including current City Employees may apply by going to and search for the specific Job ID #697005.
Please do not email mail or fax your resume to DOI directly. Submissions of resumes do not guarantee an interview. Due to the high volume of resumes DOI receives for positions only selected candidates will be contacted.
Appointments are subject to Office of Management & Budget approval for budgeted headcount.
Qualifications :
1. A baccalaureate degree from an accredited college or university and two years of satisfactory fulltime experience in mainframe computer midrange computer LAN or WAN computer environments and or local desktop support; or
2. An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory fulltime experience as described in 1 above; or
3. A fouryear high school diploma or its educational equivalent and four years of satisfactory fulltime experience as described in 1 above; or
4. Education and / or experience equivalent to 1 2 or 3 above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits from an accredited college or university for six months of experience. However all candidates must have at least a fouryear high school diploma or its educational equivalent and two years of satisfactory fulltime experience as described in 1 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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work : Employment Type :
Fulltime
Key Skills
Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting
Vacancy : 1
