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.
ABOUT THE ROLE:
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 escalate 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 escalate 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 equipment 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.
COMMUNITY ASSOCIATE - 56057