Senior Helpdesk Technician

Senior Helpdesk Technician

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 $1 billion 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 New York. 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 $1 billion 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. When you work at DCAS, you're not just working for one agency, but in service to all of them. It's an opportunity to provide meaningful support, quality customer service, and help protect the future of New York City for generations to come.

DCAS Information Technology works in conjunction with the NYC Office of Technology and Innovation (OTI) on the daily management and support of the DCAS computer network. DCAS IT team members are responsible for the agencies software and hardware needs, the development and maintenance of applications, maintenance of the DCAS internet and intranet (DCASConnect) sites, the DCAS Help Desk, telecommunications services and equipment for DCAS employees, and the Cyber Security program to thwart any attempts at unauthorized access to the network. Responsibilities Include:

• 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 escalate.
• 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.

Minimum Qualifications

1. 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 2. 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 3. 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.

Preferred Skills

- Minimum (2) years of working experience with an emphasis on technical support in a Microsoft environment - Excellent oral and written communication skills - Well organized, process-oriented, and a good team player - Strong technical acumen, analysis, and troubleshooting skills - Knowledge of IT systems including but not limited to Microsoft Windows Server 2012+, Windows 10, Office 365 - Ability to drive and travel to remote locations. - Must be able to lift and carry objects of up to 20 lbs - General Cyber Security awareness and familiarity with best practices - IT Inventory management experience - Experience with imaging software a plus - Previous experience

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

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.