Desktop Support Engineer

THE TELECOMMUNICATIONS ASSOCIATE (VOICE) EXAM IN NOW OPEN FOR FILING - DEADLINE IS MARCH 24, 2026

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The Desktop Support Engineer position is a key team member within the Desktop Support Unit assigned to provide desktop services for OTI and client-supported agencies. Responsibilities will include:
- Ensure consistent hands-on and remote support of hardware and user support issues at OTI and other supported locations;
- Serve as initial point of contact for all IT issues from executive users and customers of IT. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance;
- Responsible for the imaging desktop computers;
- Use the current tools and deployment methods to patch the Windows 11 workstations. supports Internet access, Enterprise Email/Calendaring, Outlook Client compatibility, printer services, supports and maintains user data file services;
- Update and modify the standard Windows 11 images and task sequences in our automation tools to ensure they remain up to date;
- Serve as a team lead on assigned special projects where he exercises strong decision-making skills and appropriate discretion related to severity and prioritization of incidents;
- Strengthen OTI Windows desktop security posture;
- Liaise with OTI Information Security and Cyber teams on vulnerability management;
- Work closely with Desktop Engineering and Automation Engineering to develop new patching procedures, Hot Fix and application security tool sets in line with OTI ITSecOps and NYC Cyber Command guidelines and policies;
- Develop desktop security procedures and zero-day response plans;
- Manage service delivery performance through SLAs and other key performance metrics;
- Test, plan and supervise the deployment of new operating system releases, commercial software releases and hardware;
- Develop and document standardized user processes and procedures and "how to" documentation.
- Perform special projects and initiatives as assigned.

HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Brooklyn, NY

TO APPLY
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

*Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration.

Please go to www.cityjobs.nyc.gov and search for Job ID #772257

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

OTI participates in E-Verify

TELECOMMUNICATIONS ASSOCIATE ( - 20247