What are the responsibilities and job description for the Desktop Support Engineer position at New York City Department of Investigation?
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 problem-solving skills, a customer-centric approach, and the ability to adapt to evolving technologies and infrastructure changes. They will collaborate with Desktop Managers to plan and analyze the organization's 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 day-to-day 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 IT-related 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
To Apply
All applicants, including current City Employees may apply by going to https : / / a127-jobs.nyc.gov 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.
Minimum Qualifications
1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range 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, full-time experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time 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 four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.
Preferred Skills
55a Program
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.
Public Service Loan Forgiveness
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 / .
Residency Requirement
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.
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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
