Help Desk Support, Sr. jobs in New York, NY

Division/Unit: Information Technology Department    

Civil Service Title: Community Associate 

Position Title: IT Help Desk Specialist

Salary Range: $51,712 - $68,927

Job Description:
The New York County District Attorney’s Office (DANY) has an opening for an IT Help Desk Specialist in its IT Department. In this position the Specialist is responsible for providing prompt and efficient technical support with varying degrees of complexity for all levels of DANY staff.

Responsibilities include but are not limited to:

• Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.
• Act as resource to technicians and first line support telephone operators.
• Assist users with preliminary identification of computer and application related issues.
• Perform in a high-volume IT Help Desk call center, with a high degree of professionalism.
• Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
• Follow the client support guidelines as outlined by supervisor.
• Maintain support documentation as needed.
• Move computer equipment.
• Install, configure, and troubleshoot computer hardware and software.
• Accurately maintains Unit's call center tracking system ensuring that calls are entered accurately and in a timely fashion.
• Troubleshoot both PC and Mac hardware and software.
• Perform other related duties and tasks as assigned.

In addition to the Minimum Qualification Requirements, candidates must possess the following:

• Minimum two (2) - four (4) years of relevant experience in supporting users. 

Preferred Requirements/Skills:

• Bachelor's degree or Associate's degree strongly preferred with relevant years of experience and/or training.
• Additional technical training a plus.
• Knowledge of iManage.
• Strong technical background in computer hardware and software, and troubleshooting.
• Knowledge of both PC and Mac hardware and software.
• Proficient in Microsoft Office products (including Windows 10,11 and Office 0365), with the ability to quickly learn and incorporate new releases and updates.
• Excellent interpersonal, organizational, and communication skills.
• Ability to assist users with application related questions and issues.
• Ability to follow directions and apply proper policies, procedures, and guidelines.
• Strong attention to detail and high concern for data accuracy.
• Dependable team player who works collaboratively and cooperatively with staff in a team-oriented environment.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to interact with all levels of staff and vendors.

Hours/Shift:

• Monday – Friday, from 9:00 am – 5:00 pm. 

How to Apply:

• Apply with a Cover Letter and Resume.

Additional Information:

• Current office employees: To be eligible for a transfer or promotion, staff must have already served at least 1 year in their current position and be in good standing. In addition, must meet the minimum qualifications of the position.
• For internal candidates, we are looking for candidates that can make a one (1) year commitment to the hiring unit.  
• Authorization to work in the United States is required for this position.

Minimum Qualification Requirements:

1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

Public Svc 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 https://studentaid.gov/pslf/.

Residency Requirement:

• City Residency is not required for this position.

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.