Service Desk Associate

ABOUT THE OFFICE:
The Mayor's Office of Criminal Justice advises the Mayor of the City of New York on criminal justice policy and develops strategies, in partnership with agencies, community-based organizations, and other stakeholders, to reduce crime and incarceration, promote fairness, and strengthen public safety across New York City.

Reporting to the Director of IT Infrastructure and working under the direction of senior technology staff, the Service Desk Associate will provide first-line technology support to MOCJ employees.

The Service Desk Associate will assist staff with routine computer, mobile device, software, audiovisual, and account-related issues; document and track service requests; prepare and distribute agency technology equipment; maintain accurate equipment records; and elevate more complex technical issues to appropriate technology staff.

This is an entry-level technology support position intended for candidates who demonstrate strong customer service, organization, communication, and basic technical troubleshooting skills.

Responsibilities include, but are not limited to:

• Respond to routine technology support requests received through MOCJ's service desk ticketing system, email, telephone, or other approved channels.
• Assist users with basic troubleshooting of desktop computers, laptops, monitors, docking stations, keyboards, mice, printers, mobile devices, audiovisual equipment, and other standard workplace technology.
• Assist users with routine issues involving Microsoft Windows, Microsoft 365 applications, approved agency software, network connectivity, remote access, passwords, and peripheral equipment.
• Document service requests, troubleshooting steps, equipment assignments, and resolutions in the agency's designated technology support systems.
• Identify issues that cannot be resolved using established procedures and promptly elevate them to senior technology staff, OTI, vendors, or other appropriate support resources.
• Prepare, test, issue, collect, and inventory desktop computers, laptops, mobile devices, monitors, accessories, and related technology equipment using established agency procedures and checklists.
• Assist with technology setup and deployment for new employees, employee transfers, workstation changes, and employee separations.
• Maintain accurate records of agency technology equipment, including equipment assignments, inventory status, location, and return information.
• Assist with basic conference-room and audiovisual setup, including monitors, cameras, microphones, Teams-enabled equipment, and related peripherals.
• Assist technology staff with routine software installations, equipment replacements, updates, and other scheduled technology activities.
• Provide users with established instructions, troubleshooting guides, and other approved technology resources.
• Assist with maintaining service desk documentation, equipment checklists, user instructions, and knowledge-base materials.
• Receive and organize technology equipment, accessories, and supplies and assist with verifying deliveries against agency records.
• Provide courteous and timely customer service and communicate the status of outstanding requests to users as appropriate.
• Participate in technology projects and other administrative or operational assignments as needed.
• Perform other duties as assigned.

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.