Job Summary: The Desktop Support Technician is responsible for providing timely technical support services to agency employees. This individual will provide desk side, telephone, email, and remote support to agency employees at agency offices and satellite locations focusing on providing a great customer experience.

The ideal candidate for this role should possess a solid technical background in desktop operating systems, combined with great customer service skills, and be able to prioritize incoming service requests. A problem-solving attitude with an ability to work in a team environment are essential skills to perform well in this position.

Essential Job Functions:

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs

• Use all means possible to assist users including by phone, via email, in-person, or using remote support tools

• Resolve issues related to desktops, tablets, laptops, smartphones, desk phones, scanners, printers, copiers, and other peripherals used by employees

• Install operating systems, applications, hardware drivers, and customize system settings following department standards

• Documents equipment installed in asset management database

• Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence

• Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access

• Writes timely documentation of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system

• Participates in department or agency wide projects as instructed by IT Department management

• Contributes to departmental productivity and development objectives by participating in trainingprograms

• Interfaces with employees, supervisors, and directors, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.

• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of service being provided

• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization

• Participates in rotation schedule as assigned to provide coverage at other locations

• Performs other duties and responsibilities as assigned by the Help Desk Manager

Knowledge, Education and Skills Required:

• Associates Degree in Computer Science or similar

• Net + Certification

• Minimum 1 year of technical support experience

• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities

• Possess strong abilities in organizing, prioritizing and multitasking

• Expected to be a team player who shares knowledge for collective growth

• Able to communicate technical terms to non-technical stakeholders

• Must have strong interpersonal, communication (written and oral), and customer service skills.

• Pays close attention to detail, displays flexibility, works independently and a demonstrated self-direction/self-starter

• Display resourcefulness when solutions are not evident and takes initiative to address problems independently

• Ability to manage multiple high priority initiatives in a fast paced highly technical environment

• Remains on-call during off-peak hours to respond to support service issues

  
  

  Technical Experience Required:

• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT

• Working knowledge of TCP/IP protocol stack, WiFi and VoIP technologies

• Strong knowledge of the Microsoft Office 2013 suite.

• Strong knowledge of Microsoft Windows 8.1 and 10 desktop operating systems

• Working knowledge of Office 365 cloud application suite

• Working knowledge of desktop imaging, application deployment, and hard drive encryption

  
  

Physical Requirements:

• Must be able to travel to other agency offices in the various boroughs of NYC

• Exposure to video display terminals occurs on a regular basis

• Incumbent is on call to provide support services during off hours. Scheduled night and weekend work is required

• Learned physical skill is required for keyboarding and use of peripheral equipment

• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Moderate lifting involved.