Desktop Support Technician

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT COMPUTER SPECIALIST (OPERATIONS) 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 COMPUTER SPECIALIST (OPERATIONS).

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.

The Desk Support Technician duties will include but are not limited to the following:

• 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.
  
  

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 will require independent work and may require travel to work locations in any of the 5 boroughs, overtime and/or on-call support after hours and/or weekends as needed.

COMPUTER SPECIALIST (OPERATION - 13622

Minimum Qualifications

• A four-year high school diploma or its educational equivalent plus a certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A baccalaureate degree from an accredited college and four years of satisfactory, full-time experience as described in “1” above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A four-year high school diploma or its educational equivalent and five years of satisfactory, fulltime experience as described in “1” above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A satisfactory combination of education and/or experience which is equivalent to “1,” “2,” or “3” above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project.
  
  

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 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.
  
  

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 not required for this position.

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.