Field/Desktop Technician

The City of New York Department Of Sanitation?s Bureau of Information Technology (BIT) is responsible for the data processing functions and operations of systems that provide operational, analytical and managerial support functions, as well as IT resource management, for DSNY. Working closely with owner/client bureaus within the agency, BIT develops and implements both custom and packaged applications, and maintains the requisite technical infrastructure, using in-house project resources and hired consultants. We encourage innovation, creativity, and a think outside of the box attitude when solving complex problems and implementing new solutions. BIT is seeking a Field/Desktop Technician, able to support and troubleshoot desktop support-related issues in a fast-paced, large public sector organization. In this role, the Field/Desktop Technician will travel and work at the 70+ DSNY locations across the 5 boroughs and work closely with the Desktop Operations Managers, and key IT management, to provide support for DSNY desktops and related equipment. This position will also field calls and incidents through the DSNY IT Service Desk and is responsible all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of desktop-related tickets. The Field/Desktop Technician is also responsible for assisting the Desktop Managers in planning, designing, and analyzing the organization?s Desktop infrastructure while ensuring high levels of availability. Responsibilities include, but are not limited to: ? Provide first level support by fielding service requests via a ticketing system, email, and over the telephone. ? Create and maintain documentation as it relates to desktop configuration, processes, and service records.? Help develop, implement and maintain policies, procedures, and associated training plans for desktop usage.? Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.? Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.? Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc. ? Collaborate with LAN technicians/network administrators to ensure efficient operation of the company?s desktop computing environment.? Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.? Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.? Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

Minimum Qual Requirements

(1) A four-year high school diploma or its educational equivalent plus a certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project; or (2) A baccalaureate degree from an accredited college and four years of satisfactory, full-time experience as described in ?1? above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or(3) A four-year high school diploma or its educational equivalent and five years of satisfactory, fulltime experience as described in ?1? above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or(4) A satisfactory combination of education and/or experience which is equivalent to ?1,? ?2,? or ?3? above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project.

Preferred Skills

The successful candidate should possess the following: ? Valid NYS Driver?s License and the ability to drive to all parts of the city anytime day or night.? Excellent technical knowledge of PC and desktop hardware, including Dell, HP, Apple, and others. Ability to read and understand technical manuals, procedural documentation, and OEM guides. Ability to conduct research into PC issues and products as required.? Hardware and software troubleshooting experience; printers, network, VoIP, desktop PC?s and peripherals, Windows 7 & 10, Microsoft Office applications. Windows Active Directory experience, ability to test, modify and maintain computer and user group memberships and policies. Experience with remote desktop troubleshooting and computer management.? Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer-service orientation. Analytical and problem-solving abilities, with keen attention to detail. Ability to work during off hours and on call schedule. ? Experience working in a team-oriented, public sector, collaborative environment. Must have the ability to work well with others. Effective interpersonal skills and relationship-building skills.

Additional Information

Work location: 33 Whitehall St

To Apply

TO APPLY, PLEASE SUBMIT RESUME WITH COVER LETTER TO: Must apply via www.nyc.gov/careers or city employees apply via Employee Self Services.

Hours/Shift

To be determined / 35 Hour per week (minimum); overtime and shift-related work may be required during peak work periods. Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or nights/evenings.

Residency Requirement

Work location: 33 Whitehall St