Desktop Support Technician

About the role

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT COMPUTER SPECIALIST (SOFTWARE) OR A COMPARABLE CIVIL SERVICE TITLE MAY BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE. 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. DOF's 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 Desktop Support unit has a user base of approximately 2,000+ employees and consultants, and 10 locations throughout the 5 boroughs of New York City. Desktop support services are needed daily to aid in the monitoring, maintenance, and support of desktop services and systems throughout the agency, assigning resources to ensure smooth operations. Reporting to the Desktop Support Manager, the duties and responsibilities of the Desktop Support Technician will include but not be 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 may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.