Senior Helpdesk Technician

Job Overview DCAS’s mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1billion annually in goods and services for more than 80 City agencies. What we do ensures that all agencies can deliver on their mission. Our reach touches every facet of City government and is instrumental to the successful day‑to‑day operations of the City of NewYork. Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including: Recruiting, hiring, and training City employees. Managing 56 public buildings. Acquiring, selling, and leasing City property. Purchasing over $1billion in goods and services for City agencies. Overseeing the greenest municipal vehicle fleet in the country. Leading the City’s efforts to reduce carbon emissions from government operations. Responsibilities Provide 1st and 2nd level user support for agency users for hardware, systems, and software applications questions. Log and track calls using Remedy ticketing system and maintain history records and related problem documentation. Identify problems, investigate causes, recommend and implement solutions to correct common system and user issues. Escalate complex problems to higher level of expertise within organization. Communicate with other IT staff as needed to ensure problem resolution and tracking. Prepare and install computers on the network, perform software installations, log and update trouble tickets and resolve highly complex desktop software issues. Make routine visits to the various remote sites to prevent potential problems and to address others before they escalated. Deploy computers to remote sites, when necessary, this includes transporting equipment physically or arranging for transportation if not within walking distance. Complete Inventory Form and acquire employee signature on form upon deployment. Inventory form to be attached to Remedy ticket immediately upon completion and Remedy ticket to be closed immediately upon successful completion. Act in the capacity of printer administrator. Replace all toner for all agency printers. The technician will respond to all level 1 incidents (Paper Jams, fuser replacements, Waste kit replacements, etc.). Assist IT Director with other assignments when necessary Ghosting of computers to be done when needed Assist with unpacking of computers and monitors when we receive large shipments. Qualifications A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one year of 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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. Job Position COMMUNITY COORDINATOR - 56058 #J-18808-Ljbffr