Service Desk Technician

*** Note: We welcome applications from those currently serving as Permanent Computer Associate Technical Support. Only eligible candidates will be considered for interviews.

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high-quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country with nearly 6,000 employees. Its water supply system includes 19 reservoirs and 3 controlled lakes across the 2,000-square-mile watershed, which extends 125 miles north and west of the city.

The New York City Department of Environmental Protection’s (DEP) Bureau of Business Information Technology (BIT) provides quality business, technical, and IT system support to users. This commitment is achieved through collaboration, strong relationships, and a unified vision with DEP partners to deliver high-quality technological solutions for business needs. These services ensure DEP continues its tradition of excellent service to New York City residents.

The Bureau of Information Technology (BIT) IT Service Desk serves as the main connection between the agency and its technology. The Service Desk Team plays a critical role in aligning DEP IT and business processes by facilitating operational efficiency tracking, documenting agency-wide service requests, and improving IT asset management. The selected candidate will be an experienced IT professional providing agency-wide technical support services both on-site and remotely as needed.

Under the direction of the Assistant Director of the Service Desk Unit, the Computer Associate Technical Support will perform, but are not limited to, the tasks outlined below:

• Provide first-line response for users with desktop, laptop, password, and application issues.
• Respond to requests for technical assistance in person, via phone, and email, providing first-level support for users in the local office, as well as those who are remotely located
• Install application software necessary to complete job functions.
• Provides support related to testing and deployment of operating system and application security patches on workstations, laptops, and thin clients.
• Deliver, set up, and configure end-user desktop & laptop computer hardware, printers, mobile devices, and peripherals as needed.
• Escalate more complex and impactful issues to Tier II/III support teams
• Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.

Minimum Qualifications

• A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"
• An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or
• Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

Preferred Skills

• One + year of experience in application end users’ support.
• Excellent interpersonal and communication skills are critical.
• Ability to work collaboratively and as part of a team.
• Effective written and verbal communications.
• Must have outstanding customer service skills, including passion to serve well, and the patience when working with non-technical users.
• Problem identification, troubleshooting, and creative problem-solving abilities.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

DEP is an equal opportunity employer with a strong commitment to the diversity of our organization and workforce. Your voluntary response to the NYCAPS on-line application section for referral information will assist us tremendously in our ability to track the success of our outreach and recruitment efforts. Please be sure to indicate your source of referral to this job.

For additional information about DEP, visit www.nyc.gov/dep