Senior Help Desk Associate

Senior Help Desk Associate

At the NYC Department of Buildings, we are responsible for ensuring the safe and lawful use of buildings and properties by enforcing the NYC Construction Codes, Energy Code and Zoning Resolution. We facilitate compliant development with integrity, efficiency, and professionalism. As an Agency, we are committed to remaining a premier municipal building organization, dedicated to enhancing the quality of life for all New Yorkers and making our city safer. As an employer, we are committed to improving our performance and developing procedures that are streamlined, understandable, and transparent. We are seeking a dedicated and skilled Senior Help Desk Associate [Computer Associate (Technical Support) L3] to join our team. The Senior Help Desk Associate will play a key role in queue triage and will serve as the primary Tier 3 escalation resource. This position exemplifies leadership by resolving complex technical issues, functioning as the escalation point for difficult incidents, mentoring junior help desk associates, upholding service standards, and collaborating with Infrastructure and Application teams to deliver seamless end-user support. The Senior Help Desk Associate is expected to demonstrate senior-level ownership, sound judgment, and technical leadership through example. The position balances hands-on technical work with mentorship, documentation, and collaboration across Technology teams. Additionally, The Senior Help Desk Associate must be well organized, prioritize multiple tasks and work well under pressure in a rapidly changing environment with tight deadlines. Candidate must be detail-oriented and understand the importance of properly documenting work in a professional services environment.

Position Responsibilities:

• Advanced Technical Support & Escalation:
• Serve as a Level 3 escalation resource for complex, high-impact, recurring end-user issues and operations.
• Take ownership of major incidents, coordinating resolution efforts with Infrastructure and Application teams as needed.
• Identify recurring support issues, process gaps, and service risks, then recommend improvements that reduce repeat work and strengthen the user experience.
• Conduct assessment and troubleshooting before escalating issues to specialized infrastructure or application teams.
• Diagnose and resolve advanced problems across Windows, mobile (MDM) and MacOS devices, identity & access management, endpoint security, and enterprise applications.
• Systems, Devices & Access Management:
• Support endpoint lifecycle management, including provisioning, configuration, deployment, imaging and decommissioning of Windows, mobile (MDM) and MacOS devices.
• Administer and troubleshoot identity and access management processes, including account provisioning, permissions, and MFA.
• Assist with onboarding and offboarding activities, ensuring security, compliance, and least-privilege access standards are followed.
• Knowledge Sharing & Continuous Improvement:
• Identify recurring issues and partner with leadership to improve help desk processes, workflows, service delivery metrics, and long-term technical solutions.
• Contribute to and maintain high-quality documentation and knowledge base articles to improve first-contact resolution and reduce repeat incidents.
• Share expertise with junior help desk associates through informal mentoring, technical guidance, and review of complex tickets.

Required Skills & Qualifications:

• 5+ years of experience in IT Help Desk, End User Support, or Desktop Support roles.
• Demonstrated experience functioning as a senior or escalation-level engineer.
• Experience supporting both back office and field personnel.
• Advanced working and troubleshooting knowledge of Windows operating systems, common end user hardware, standard peripherals, and core troubleshooting methods.
• Experience working within ServiceNow to create, track, triage and research incidents.
• Strong experience with Microsoft 365, Active Directory / Entra ID, and endpoint security concepts.
• Experience with identity management and authentication platforms, including access provisioning, MFA support, and user lifecycle management.
• Experience configuring and administering Mobile Device Management platforms.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, WiFi, VPN Services).
• Provide assistance across remote computing platforms and devices, including mobile and remote access technologies.
• Working with external vendors to resolve technical problems across all endpoint platforms and software.
• Provide basic system administration and installation of the VOIP phone and video conferencing systems.
• Asset management and documentation experience.